Galanos 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 outstanding. At this assessment the rating has remained 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.

People described Galanos House as their home and told us they valued and enjoyed the friendships they had developed with people and staff. The atmosphere across the home was warm and welcoming. One person told us, “It’s a very happy place. We do have some fun, sometimes we laugh so much. We have been to other homes (singing in the choir). They are not a patch on ours; it makes us very happy to come back.” Another person said, “It’s home from home, everybody is so friendly. Everybody talks to you.” Another person described staff as ‘loving’ and added, “I've never been looked after like this in my life. Some care homes you walk in and it’s silent. It's not like that here. This is our home. We have a room, but it’s our home.”

Relatives were unanimous in describing staff as immensely kind, caring, friendly and welcoming to all. They told us staff were understanding, comforting and helpful to both them and their family members, treating everyone with respect. Staff were said to bring a lot of fun and laughter into people’s lives. One relative told us, “The staff up here have got such a sense of humour. There was no doubt when we walked through the doors that this was going to be the right place." Another relative said, “The staff are lovely, you just can't fault it, they are hilarious. Even if they are walking past, they will pop in and have a chat. There seems to be an endless party going on downstairs." A third relative told us how staff had discovered it was their wedding anniversary 10 days after their partner moved to Galanos House and commented, “They phoned me up a few days before and enquired if I was coming in. When I arrived, they had made a cake and set a table for afternoon tea for us. It was amazing. It shows just how much they care. If you have to have a care home, there is nowhere better. It is very special.”

Our observations demonstrated people had developed excellent relationships with the staff supporting them. We saw the bonds between people and staff made a material difference to people’s wellbeing and enhanced their daily lives. For example, we saw people and staff sharing a joke and people smiled when staff included them in conversations. One staff member told us, “We spend a lot of time with people getting to know them and what is important to them. This is only one part of their long life and it’s important to consider it all. I love working with the residents.” Another staff member said, “People need to be loved and to be known as individuals. I know everyone on this unit has different levels of dementia, but they can be themselves and they should be known as themselves.”

External healthcare professionals reported respect towards them and kindness towards the people living in the home. One healthcare professional told us, “All staff have a good understanding of their residents and demonstrate compassion when delivering care.”

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. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were actively encouraged to live the life they chose. They were valued for who they were and diversity in backgrounds and cultures was celebrated. For example, 1 person who enjoyed body art had started a monthly Tattoo Club. People, staff and volunteers enjoyed attending the club and explaining the stories behind their tattoos. Other people enjoyed the culture of ‘going to the pub’ at the end of the day and enjoying a drink and chat together in the on-site bar. People’s spiritual and religious beliefs were supported through regular church services and the celebration of important days and events in the calendar. Where people wanted to develop new relationships, this was encouraged. When people wanted private time to maintain an intimate and loving relationship with their partner, this was respected. The registered manager explained, “It is about supporting people to have positive relationships. It is about people living a normal life and how you can facilitate that. It is not that this was your life; it is this is your life, and it can keep on growing.”

People gave examples of how staff had respected their individuality in ways that had benefited them. One person told us, “They (staff) helped me to settle in in my own way and were not pushy. Everybody was very friendly and patient with me and I knew I'd like it here.” Another person told us they had moved to the home after the death of their partner and commented, “It kept me going and gave me something to live for.” A third person explained, “They make an effort to get to know you. I don’t know how they choose the staff here, but they really are good.”

Relatives told us staff knew their family members very well. They explained how staff used the information gathered about their loved ones to ensure people received the care they needed in a way that met their preferences in all areas. One relative told us, “I am always astounded at how personal the carers are, they know all the quirks and likes/dislikes, it is like a family.” Other comments included: “I get the impression that they know him very well, there is a bit of banter between my Dad and some of the male staff” and “They know exactly what she likes, and even new staff will come and introduce themselves and ask what she likes.”

People’s care plans contained detailed information about people’s individual social histories, preferences and values and staff knew what was important to people. One staff member told us, “When someone is new, we spend time getting to know them and share information between ourselves. Some of our residents respond to different approaches. For example, I have people here I will only call sir as that is what they were used to. They were in the forces so appreciate the respect. You get to know people better if you embrace their history.”

During our inspection we saw people had been supported with personal care in a way that reflected their personalities and preferences. Staff had taken time to ensure people had items to hand which comforted them.

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

People enjoyed opportunities to live full, meaningful and, where possible, independent lives at Galanos House and in the local community. People were encouraged to maintain their interests and hobbies and develop new ones. Managers and staff listened to what people had done in the past and tried to facilitate their preferred pastimes in the present. The deputy manager explained, “We hate hearing I used to do this, and I used to do that. What is stopping you doing it now?”

People had a vast range of activities and events to participate in if they wished. These included the Potting Shed Group who produced vegetables and herbs which were used in the kitchen and entered in local produce shows. The ‘Men’s Shed and Repair Café’ was open to people and the local community and provided a space for people to engage in creative construction projects. The Green Team was a group of people, staff and volunteers who worked on green and sustainability projects. The choir consisting of people and volunteers rehearsed once a week and performed for other community groups and events. Other activities included curling, painting, baking, quizzes and discussions about current affairs.

People were encouraged to engage in a range of trips, events and activities outside the home, many of which involved other local organisations. For example, people had worked on various community projects with the homeless shelter, the foodbank, the local college and other charities to raise funds. The community hub attached to the home had given people alternative activities they could get involved with such as a veterans breakfast club, craft and exercise classes, nosh and natter and a power assisted gym. People had participated in local events to exhibit their arts, crafts, paintings and photography and enjoyed supporting community occasions.

People told us they enjoyed running, organising and participating in the activities in the home. One person told us they ran a friendly football sweepstake and commented, “I enjoy the trips, and the things to do. It's usually a working morning (activities), then entertainment and relax in the afternoon. Each day they put something different on for us.” Another person told us they organised a monthly classical music afternoon with the support of a volunteer and commented, “It takes a lot of planning and organising. But I get immense pleasure out of it.”

Relatives told us how being busy and engaged ensured people continued to have interest and enjoyment in their lives. One relative told us, “There is entertainment, and he chooses what he wants to do, they get a sheet that shows what is going on through the week. He does the yoga, exercise classes and is in the choir.” Another relative said, “The staff make peoples’ lives rich and full. There are always activities, they do different things, and they are fun things and engaging. They have a “what the papers say” every morning and it keeps them up to date and involved.” A third relative described the activities as, “meaningful”.

Staff recognised the importance of independence, choice and control in ensuring people lived a good day. One staff member told us, “The activities are as important as their medication. They have changed their postcode but not their life and we want them to live the best version of themselves. Just because they live here doesn’t mean they have to restrict their lives. Life doesn’t stop; it starts but it's just in a different place.”

Where people wanted to maintain independence in some aspects of their care, this was promoted and facilitated. For example, some people were enabled to manage and administer their own medicines and other people collaborated with staff to choose equipment to promote their independence in the home.

People were given complete choice and control of their own personal space. They were invited to choose the furnishings in their bedrooms and decorate it as they wished to.

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.

Relatives told us people’s views and wishes were respected. They considered their family members were encouraged and enabled to be as involved as much as they wanted to be in the life of the home, but staff respected if people were having a quiet day. One relative commented, “Staff are very knowledgeable of his changing needs and his dementia. They have his welfare in their minds. I am so blessed that he is so well looked after here.”

People’s emotional support care plans gave staff the guidance and information they needed to know how to reassure people if they were anxious or distressed. Staff were seen to respond to people with calmness and reassurance. When 1 person became anxious and embarrassed because they had knocked their walking stick over, a staff member deflected the person’s concern and provided reassurance. One staff member gave an example of how a person could sometimes demonstrate anxiety because of an event in their past. This staff member explained, “On difficult days you give them more 1 to 1 attention. You reassure them that you are here, and this helps a lot.”

Staff appeared eager to react to people’s needs as effectively as possible. For example, where people needed support to maintain their cleanliness and presentation when eating, this was done immediately and discreetly by staff.

The provider cared about and promoted the wellbeing of their staff to enable them to deliver person-centred care.

The provider considered their staff team and had introduced processes and policies to promote their well-being at work. The provider had an employee assistance programme and a benefit platform. These provided staff with access to free and confidential advice and financial benefits such as a holiday purchase scheme and a health cash plan.

The provider had an action plan to support staff wellbeing and resilience. There was an active menopause group who in collaboration with other healthcare professionals offered health and medication related advice and introduced adaptations such as lighter uniforms and more frequent breaks. Male staff had been supported with talks about men’s health, some of which had been facilitated by the local GP. Emotional and mental health was supported through access to mental health and bereavement first aiders which meant staff could reach out for support when they needed it.

There were regular events organised to promote staff wellbeing. These included meditation and mindfulness sessions, coffee and cake breaks and pamper days when staff could have a head or hand massage. Some events which promoted staff wellbeing involved people living at the home. For example, every week staff and people collaboratively chose a dress theme for the home. People and staff enjoyed dressing up on Tuesdays in accordance with the chosen theme.

The provider’s renumeration package for their staff was higher than the national average and this alongside the support the provider offered to staff had helped with staff retention. This included paid parental, carers and compassionate leave and graduated sick pay based on length of service. Staff who had been on long term sick leave were referred to occupational therapy services and offered a phased return to work. Staff received recognition for long standing service at the home.