Catherine Tam Agency

“At the time of the assessment, the service was supporting 3 people with their personal care needs. We undertook the assessment due to the age of the previous rating. Catherine Tam Agency was last rated outstanding (published on 19 June 2019).”

“We have assessed the service against the ‘Right support, right care, right culture’ guidance. This enabled us to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence, and good access to local communities that most people take for granted. We found people received care and support in accordance with the principles of this guidance.”

“The staff team demonstrated an outstanding level of inclusivity, and always placed people at the centre of decisions relating to their care and treatment. Staff showed deep and thorough understanding of each person, and actively encouraged them to express their views, preferences, and choices.”

“The provider made sure people got all the information they needed in an accessible way for them, to make decisions about their care and support while feeling comfortable and safe. The provider had feedback surveys available in multiple different formats, which ensured no one missed the opportunity to say how they found their care.”

“The provider analysed feedback and used this to make any necessary changes to the service. Audits were completed regularly and action plans were devised to ensure any changes were implemented, which enabled leaders to monitor their effectiveness.”

“The provider acted quickly when safety concerns were raised and took appropriate action to reduce ongoing risk. Communication with families supported safe care, and staff worked in a way that balanced safety with people’s independence.”

“Staff respected people’s privacy and dignity and supported people to feel safe and supported people to maintain their health.”

“Staff worked in partnership with health and social care professionals to help people achieve positive outcomes. We received overwhelmingly positive feedback from all external service who work with Catherine Tam Agency.”

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