Haven Nursing 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 good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (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 did not always respect people’s privacy and dignity. However, clinical and care staff always treated people with kindness, empathy and compassion.

The provider used audio CCTV in communal areas of the care home which can impact on people’s privacy and dignity. People in care homes have the right to privacy and dignity under the Human Rights Act 1998. The provider had not followed legislative requirements to ensure the use of CCTV balanced the need for safety and care with people’s rights.

People felt confident with a staff team who they told us demonstrated kindness and care towards them. Comments included: “The staff are all very kind, no problems at all with any of them”, “All the staff treat me very well” and “You couldn’t say anything wrong about the staff. They are always polite and have a big smile.” Relatives expressed equal confidence. One relative described staff as “lovely” and “very friendly.” Another relative described them as “always respectful.” A healthcare professional told us, “The staff always appear polite, helpful, and approachable.”

During our inspection visit we observed interactions between people and staff which demonstrated staff knew people well and had developed positive relationships with them. One person was showing signs of distress. A staff member sat next to the person and gently stroked their arm. The staff member gave the person reassurance and then asked if they would like a hand massage. When asked about this the staff member explained, “[Name] does get anxious, and a hand massage is something they really enjoy. It has a calming effect.” This effect was observed. Another person requested a staff member to fetch something from their bedroom. The staff member responded immediately and then sat chatting with the person like a friend.

Staff reflected compassion and empathy when talking about people. One staff member told us, “Everyone from the manager to the gardener do what we do because we want the very best for the residents. We want them to be happy and safe. That’s why each one of us comes to work each day.” A second member of staff explained, “I enjoy coming to work, not many people can say that. It’s because everyone here is so nice. Everyone helps each other. We all care and think about others.”

Staff gave examples of how they respected people’s privacy and promoted their dignity when providing care. One staff member told us, “When helping the residents to wash or to have a bath you make sure they are covered to protect their dignity. You close the bedroom curtains and make sure the bedroom or bathroom door is shut so no one can see in. Small but important things.” However, we did see 1 occasion when a staff member provided care in a communal area which did not promote the person’s privacy. Another staff member assured us the expectation was to take people to their bedroom before any personal care intervention.

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.

One staff member explained how they supported a person with dementia to follow a diet that was culturally important to them. Another staff member told us, “I make sure I treat the resident how I would want to be treated myself. Residents have differences and I respect that. Each resident is individual and needs to be treated as an individual with particular beliefs and values.” The registered manager told us about 1 person who liked some private time, and this had been incorporated into their care plan.

People were given opportunities to engage in a variety of activities to support their physical, mental and social wellbeing. This included trips into the community to visit local shops and the garden centre. Some activities specifically celebrated the diverse range of cultures within the home.

The provider did not always promote people’s independence.

There was a lack of directional signage in the home which negatively impacted on people’s independence, especially those with dementia or other cognitive impairment. Clear directional signage supports people to easily locate key areas like dining rooms, bedrooms, and common spaces, promoting a sense of independence. It can also help people feel more comfortable in their environment and reduce anxiety and confusion. The registered manager acknowledged our feedback and immediately acted to implement appropriate signage to promote independence and accessibility.

Staff gave examples of how they supported people to maintain their independence, such as encouragement to complete some of their own personal care. One staff member told us, "However frail, there is still some independence they can maintain." This staff member told us how they introduced equipment to support people’s independence and added, "Nothing is ever taken away from people completely. Everyone has their own little things of independence they can keep." Another staff member told us, “If someone tried to give me a wash and I could do it for myself I would feel angry, useless. I always encourage the residents even if it’s just to wash their own face. It really is important for how you feel about yourself.”

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 told us the allocation of shifts meant there was a constant staff presence in the communal lounge where people needed higher levels of observation due to their complex needs. One staff member explained, “We (care staff) are allocated to a team A, B, C or lounge supervision. Everyone knows where they need to be, and it means there is always a member of staff if someone needs something or some help.” During our inspection we observed occasions when staff quickly responded to provide assurance and comfort to people.

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

Whilst the provider did not have any formal processes to support staff wellbeing, the registered manager recognised the challenges staff faced and demonstrated a commitment to supporting their wellbeing.

Staff told us they felt very well supported by the registered manager and deputy manager. They told us the managers were always available to provide guidance, support and advice.

Planned processes to support wellbeing included an emotional resilience and self-care course for staff and the introduction of a mental health first aider into the home.