Camellia 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff always treated people with kindness, compassion, and respect, making sure their privacy and dignity were protected. People living at the service told us that staff listened to them and communicated in a caring and respectful way. We saw staff taking time to understand each person’s needs, preferences, and choices, and providing support in a way that was thoughtful and dignified.

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.

We observed discussions around traditional meals people enjoyed. Some people spoke of a meal they enjoyed as a child. Staff listened to this and made meals for people with reminders of their childhood whilst people who had not tried it were keen to explore.

Feedback from people and their families highlighted the compassionate and tailored nature of the support provided. One person told us, “Staff are excellent. It has changed a bit with the people who live here, but the staff are great. They know what I like and listen to me.”

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

People told us they could plan their bedtimes, choose what to wear and how to spend their day. Food and drink choices were also offered.

All the staff we spoke with understood the importance of respecting people’s wishes and asking for consent prior to providing support or personal care. We observed staff knocking on people’s doors and waiting for a response prior to entering. People were addressed by their preferred names and pronouns by staff in a respectful manner.

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 showed concern for people’s wellbeing in a caring and meaningful way. They responded to people’s needs quickly enough to avoid any preventable discomfort, concern or distress.

People told us staff were always responsive to their needs, explaining that staff responded promptly when they needed support. We observed staff swiftly responded to requests for support during the assessment which evidenced people were not left waiting when they requested support.

Call bells were in place but were not often used by people at the service. For those unable to use call bells, sensor mats were in place to alert staff when people attempted to get up when they had been assessed as needing support to mobilise. We observed people being supported throughout the day. We saw staff check on people who could not use a call bell to call for assistance.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. This meant they responded in the most appropriate way to respect people’s wishes, needs and preferences.

The provider did not always prioritise and promote the wellbeing of their staff.

We received mixed feedback from staff regarding the support that they received. One person told us the registered manager, “…has a good heart and is very caring but isn’t the most organised.” Another person told us, “Communication is not always 100 percent.” This meant that it was sometimes difficult for staff to locate documentation or things they needed to complete tasks. This could delay people getting the care and support they need.