The Callywhite Care Home

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 as good.

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed positive interactions between staff and people using the service. Staff spoke to people in a warm, respectful manner and took time to provide reassurance, support and meaningful engagement.

People and their relatives consistently told us staff were caring and attentive and support was provided at a pace that suited individual needs. Feedback reflected people did not feel rushed and staff took time to listen to them and understand what was important to them.

Comments included, "They go above and beyond, they are lovely, lovely people, there is a friendly atmosphere." Another person told us, "They are kind and caring, definitely, they are lovely people." A relative spoke positively about the support their family member received, saying, "They sit and talk to [family member], spend time with [family member] and encourage [family member] to go into the day room, they do [family member] hair and get [family member] some lemonade."

These comments, alongside our observations, demonstrated staff valued people as individuals and promoted their dignity through compassionate, respectful and personalised care.
 

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.

Care plans contained detailed information about people’s personal histories, cultural backgrounds, social interests and religious beliefs, enabling staff to provide care that reflected people's unique needs and preferences. Records also included information about people's preferred daily routines, including choices around personal care such as bathing or showering, helping to ensure care was delivered in the way people wished.

The provider supported people's religious and spiritual needs. Monthly religious events were held for those who chose to participate, providing opportunities for people to maintain their faith and connections that were important to them.

People and their relatives told us staff made a genuine effort to get to know them as individuals. Relatives explained that when people moved into the service, staff took time to speak with family members about their loved one's life history, background, interests and preferences. This information was then used to help staff build meaningful relationships and provide personalised care.
 

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

The provider had dedicated activities coordinators who provided a range of activities each day, enabling people to participate in activities of their choosing and maintain interests that were important to them. The service also welcomed visitors, and during our inspection we observed people spending time with family and friends, helping them to maintain important relationships and social connections.

People and their relatives told us staff regularly offered choices and respected the decisions people made. People described being able to make choices about their daily routines, including deciding when they wanted to get up in the morning and when they wished to go to bed. This helped people retain control over aspects of their everyday lives and receive care in a way that reflected their preferences.
 

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

The provider had dedicated activities coordinators who provided a range of activities each day, enabling people to participate in activities of their choosing and maintain interests that were important to them. The service also welcomed visitors, and during our inspection we observed people spending time with family and friends, helping them to maintain important relationships and social connections.

People and their relatives told us staff regularly offered choices and respected the decisions people made. People described being able to make choices about their daily routines, including deciding when they wanted to get up in the morning and when they wished to go to bed. This helped people retain control over aspects of their everyday lives and receive care in a way that reflected their preferences.
 

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

Staff had access to facilities that supported safe and healthy working practices, including regular breaks and designated rest areas. Staff spoke positively about the organisation and told us they felt valued and treated fairly. One staff member said, "It's a very fair organisation, we have a good mix of people, even good things like you get paid for your breaks, they treat you well."

Staff told us the service could be busy at times; however, they felt there were enough staff on duty to meet people's needs safely. Some staff commented that additional staffing would always be beneficial, but they generally felt supported to carry out their roles effectively.

The provider maintained regular communication and engagement with staff. Staff received routine supervision sessions and attended team meetings, providing opportunities to discuss their role, development needs and any concerns. Daily handovers ensured important information about people's care and support needs was shared effectively between shifts. Staff surveys were also completed regularly, enabling staff to provide feedback and contribute to service development.

The provider recognised and celebrated good practice through a staff awards programme. Staff, people using the service and relatives could nominate individuals for the 'Carer of the Quarter' award, with successful nominees receiving recognition in the form of a gift voucher. This helped staff feel appreciated for their contribution and encouraged a positive workplace culture.