Haven Care- Streatham Also known as Haven Care

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.

This is the first assessment for this service. This key question has been rated 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.

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.

People told us,, “Really kind, considerate and caring people.” One person told us, “I can’t ask for better.” A relative said “Absolutely lovely people.” A different person said, “They take amazing care of me”.

An external agency shared that Haven Care delivered exceptional care to the people they supported. This was confirmed by a family member who said Haven Care staff went above and beyond and were exceptionally polite and attentive in all tasks.

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. However, some plans did not always have people protected characteristics documented and therefore there was a risk of staff not being fully informed how to support people in line with their preferences.

Care plans were tailored and individualised. They provided staff with details about people’s backgrounds, strengths, likes and dislikes, and gave guidance on how they preferred staff to meet their personal care and support needs and wishes.

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

People were fully encouraged to maintain their independence and confirmed they were supported to do as much as they could for themselves and were fully involved in their care.

People’s care plans, detailed what people could do independently and where they required support.

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 concern or distress.

People and their relatives told us staff were gentle and kind. One relative told us “[Person] is not forced to do anything. It’s the tone of their voice, they ask if she is OK, if there is anything else they can do for her. Mum is comfortable with her care; my brother also says the carers are kind. They understand diversity, they understand mum”.

A person told us, “If they wanted to make a complaint about the approach of a staff member. The service manager would listen, and they would be assured them they would speak to the staff member.”

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

The staff spoke positively about the provider and the management teams. They said they felt their feedback was valued and it had helped to improve people’s lives and the running of the service.

Staff felt supported and flexibility were made to their working schedules around their childcare responsibilities, religious events such as Diwali, Easter, Ramadan which had a positive impact on staff well-being and the care they delivered to people. A staff member told us, “The managers are good they look after you listening as best as they can we are like a family – they listen and action is always taken, I am supported with my health, religious celebrations and my childcare.”