California 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 changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.
 

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider 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.

There was a very strong person-centred culture and every staff member we spoke with demonstrated a passion and commitment to delivering the best possible outcomes for people. Staff were committed, determined and focused on making a difference to the lives of the people they cared for.

The provider’s ‘Because I Care’ initiative invited staff to share their positive care stories. These personal examples of care in action showed a real commitment and reminder to everyone working for the organisation of the purpose of their role.

This whole concept underpinned and demonstrated kindness, compassion and love for people being cared for.

The CEO and quality lead shared a board game and joined in activities with people which everyone appeared to enjoy. The registered manager and team leader were invited to join people during their lunch and share in the dining experience. This togetherness really demonstrated mutual consideration and care for each other.

People, relatives and professionals spoke extremely positively about the kindness of staff and the care shown throughout the service.

One person told us, “I never feel sad at California House. There is nothing more staff could do to make me feel happier.” Another person told us how they love the home and the staff.

We observed one person giving staff ‘pocket hugs’, a small handmade gift to demonstrate their thanks and affection for those supporting them.

A relative said, “They are always excited about attending. They see it as a holiday which is a wonderful recommendation. Staff are very caring.” Other family members described the high standard of care, the respectful and welcoming approach and how they all really care.

A healthcare professional described the staff as, “Excellent, caring and person-centred.”

Staff had also built strong caring relationships with family members. One relative described how staff had been supportive to them following an unpleasant personal event.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. Staff recorded key information in people’s care plans to develop their individual profile.

The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. This reinforced and recognised people’s individuality.
A healthcare professional told us, “Staff really recognise people’s strengths and challenges.”

Where people wanted to explore their views around gender, identity and sexuality, staff provided a safe and inclusive space for them to do so, supported them to express their feelings and views and provided information on support groups who could assist further.

This insight enabled staff to support and anticipate people’s needs in a sensitive way, address worries and anxieties, respond to potential triggers and develop a holistic plan which met care and support needs.

One staff member dressed as a superhero for a person coming into the service as they had been informed they responded positively to this.

Staff coordinated meaningful activities that reflected people’s individual goals, interests and hobbies. These activities were considered, thoughtful, inclusive and agreed with people in line with their goals and preferences. This promoted independence, ownership, confidence and were fulfilling for people.

During the visit, one person was proud to show off their academic and vocational achievements which they had completed during their time in the home.

A relative told us, “Staff treat people like adults,” and how there was a real celebration of each person they supported.
 

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their environment, care, treatment and wellbeing.

Pre-admission information and care plans detailed things that were important to people. Staff used this information to support people to lead on decision-making, take ownership and develop their independence and autonomy.

Staff recognised some people liked routine and continuity whereas others benefitted from a more flexible approach. Staff adapted their day, the home environment and timings to meet people’s needs. This allowed people to take control of their plans and the day ahead.

People were actively supported and encouraged to pursue their goals and objectives through positive reinforcement and practical assistance. This was evident in people engaging in meaningful activity, new opportunities and enjoying their own space.

One person told us, “I like to be on my own for some of the time and that’s respected.”

A healthcare professional commented how staff really understood people’s needs and provided an environment which each person benefitted from.

Relatives commented how the service promoted independence and how staff supported people’s sense of self, self-esteem and confidence. One relative told us, “What stands out is that they encourage them to choose what they want to do and encourage them to join in and try new things.”

People took ownership of their care and treatment, for example in managing their own medicines and appointments. People took time to make personal spaces their own and were also active in the designing communal areas, making purchases for the benefit of the home, getting involved in maintenance tasks and recruitment of new staff who had expressed an interest in working in the service.

Staff recognised things that were important to people and one staff member told us, “If it’s important to them, it’s important to us.”
 

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 were allocated and trained to support people’s immediate needs in a safe and caring manner. Each person had an individual plan of care which described steps to be taken in the event of an urgent issue. Care plans incorporated guidance and recommendations from relatives and multi-disciplinary colleagues.

A relative told us how staff supported the particular needs of their loved one exceptionally well.

A healthcare professional told us, “Staff are very responsive and actively engage with us.”

Staff were observant and proactive in response to potential triggers, distressed reactions and changes in people’s needs. People did not need to wait for support when they needed it from staff.
Staff used individually agreed deescalation techniques with people to support their wellbeing. Healthcare professionals commented how staff were highly skilled at providing positive behavioural support.

Staff met immediate, planned and spontaneous needs as they arose and did so with positivity, support and understanding.
 

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

Staff spoke about being part of a family where they felt valued and respected. New staff described the team as “welcoming and supportive.”

Staff had training and development opportunities so they could grow and deliver best outcomes for people. Many staff members had worked in the service for several years and progressed their career within the service.

Managers were visible, solutions focused, supportive and calm which enabled staff to approach them with any work related issues or concerns. Staff spoke about personal support they had received from managers during challenging times.

One staff member told us how the provider had supported them during a recent period of ill-health with regular check-ins, adjustments on their return to work and support with childcare arrangements.

Staff had access to employee benefits to support their wellbeing. These included services such as counselling and therapy. Staff contributions were also acknowledged by way of recognition awards.

The provider had developed two particularly caring initiatives for their staff. ‘Everyone has the right to sleep’ allowed staff to access new beds and bedding for their home and the ‘Fair Share’ staff contribution pot which could be accessed for staff who were celebrating an event or going through hardship.

One staff member told us, “We absolutely look after each other!”