Callands Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. We apologise you feel visiting arrangements have not been satisfactory. We have a robust system in place to provide supportive family visiting for your loved one. To assist with this, we can offer to enroll you on the weekly PCR home testing regime and you can be registered as an essential caregiver. This allows room visiting on a one-to-one basis providing your test is negative and you are wearing PPE the home will provide you with on each booked visit. Room visits do still need to be booked via each unit so that we can monitor and track activity to ensure your loved one is aware of your visit. Set time restrictions will not be enforced only reviewed and discussed at the time of booking. We hope this provides you with the assurance you seek. Of course, you are welcome to contact the Home Manager should you require any further assistance with this matter.

Thank you for your review, we value all feedback as this helps us to improve our service where required. Regarding your Mother’s room, we would happily arrange for you to meet with our maintenance team who will assist in ensuring that your Mother’s room reflects her personal likes and preferences. At HC-One we appreciate the importance of having a comfortable and personalised bedroom so we would be delighted if you contacted the home management team who will make the necessary arrangements.

Thank you for your review, we value all feedback as this helps us to improve our service where required. At the time of the request to visit your mother who was poorly, we were in national lockdown and the home was in outbreak status. The manager explained to the gentleman who called to request to visit that there were already two designated visitors, per government and local authority guidance, and that we had to adhere to this. The manager informed the caller that this was not a discretionary choice but the visiting ruling in place at the time. We fully appreciate how heartbreaking these circumstances have been for families who have not been able to visit during the Covid-19 pandemic due to the restrictions in place. We concur it was not an appropriate time to give you a review form. We would like to apologise for this and thank you for bringing this to our attention. The manager would like to profusely apologise for coming across as dismissive and stated that this certainly was not her intent during these ongoing trying times for residents, family and staff.

Thank you for your review, we value all feedback as this helps us to improve our service where required. We believe you have met with the Head Chef to discuss alternative menu options you might prefer. I am sorry the green vegetables are not to your liking; we have met with the kitchen staff and staff on the unit to discuss this issue. Food kept in a hot trolley can contribute to vegetables becoming soggy and the staff have given assurance they will serve the meals promptly, which we anticipate will help to prevent this happening. Please feel free to liaise with the Head Chef at your convenience should you have any other food matters to discuss. Thank you for your lovely positive comments regarding our staff team who we know work very hard to provide the kindest care to our residents.