Callum House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment, we rated this key question good. At this assessment, the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People were consistently treated well and with great kindness, dignity and compassion by staff working in the care home. Without exception, we received only high praise from people about the managers and staff who worked at the care home. Feedback included, “The staff are good to me. They are nice people. They knock on my bedroom door and ask if they can come in. I am happy living here with my friends and the staff that look after us”, “The manager [registered] and staff are a very caring team, and they always treat my [family member] with the respect and dignity that she deserves” and “I am particularly impressed by the caring nature of the staff, and especially the manager [registered] and team leader”.

People looked at ease, comfortable and happy in the presence of managers and staff. The way managers and staff interacted with people living in the care home throughout our site visits was characterised by warmth, laughter and kindness. Staff were always attentive and reassuring to people and listened to what they had to say. For example, we observed staff frequently sit and socially engage with people relaxing in the open plan dining/kitchen area. This indicated staff had built trusting and valued relationships with people living in the care home. The staff team were kind and caring and treated people with compassion, dignity and respect. This was evident by the way they helped them to meet their individual needs. Staff were attentive to people, listening, reassuring and encouraging people to express themselves in their preferred way. They provided people with information clearly and concisely which helped people make choices and decisions. The managers and staff spoke about people they supported in a respectful and affectionate manner.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated people as individuals, respected their preferences and routines, and tailored care to their personal circumstances. Staff understood what mattered to people and ensured care was delivered in accordance with their expressed wishes as set out in each person’s individualised care plan. These plans contained detailed information about people’s strengths, likes and dislikes, spiritual and cultural needs, and how they preferred staff to meet their personal care and support needs and wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to be as independent as possible with the tasks of daily living. A person told us, “Staff help me do things by myself. I can dress myself and I always strip my bed and bring my laundry down when it needs washing.” A relative added, “My [ family member] is encouraged to do as much as she can on her own. Staff are good at allowing her to live as independently as she can, while keeping her safe.” This was confirmed by staff who told us there was a strong emphasis in the care home of promoting people’s independence. A member of staff remarked, “We actively encourage people to do as much for themselves as they can, such as having a shower, setting the dining room table for meals and doing their own laundry.” People moved freely around the care home and spent their time as they wished, with no unnecessary restrictions. Care plans gave staff a good overview of people’s differing dependency levels. This meant staff knew exactly what people were willing and capable of doing safely for themselves, and what tasks they would need additional support with. These plans made it clear there was an expectation on staff to proactively encourage and support people to do as much for themself as possible.

People had choice and control over how their care and support was provided. For example, we observed several instances of people choosing their breakfast from the varied selection of food items that were clearly visibly and easily accessible in the kitchen/dining area. People confirmed they could make informed choices and decisions. A person told us, “I didn’t fancy having any cereal this morning, so I had crumpets instead which staff made for me. Staff do ask us what we want to eat and do. I wanted some new trainers so I went to the shops with staff to buy some with my own money.” A relative added, “My [family member] is given choices about what food she would like to eat, activities she would like to engage in and what she would like to wear. She is afforded the freedom to choose how she lives her life.” People’s choices and decisions were reflected in the care and support planned for them.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff supported people to access external health and medical care services as and when required. Staff were aware of people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us the managers and their fellow co-workers cared about each other’s wellbeing and had created a positive environment for everyone to work in. Staff told us they felt happy and safe working in the care home. Staff had regular opportunities to meet with their line managers to discuss their wellbeing and home/work life balance. Staff told us they could request additional support or training if needed.