Newhaven 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 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 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 staff supporting people in a kind, respectful and compassionate way. Staff knew people well and interacted with them in a warm and friendly manner. The atmosphere in the service was welcoming and relaxed. One person told us staff respected their privacy when providing support, including when assisting with personal care.

People spoke positively about staff. One person told us, “They cheer me up when I’m down. They explain things to me, and the staff are all really nice.”

Relatives gave positive feedback about how people were supported. One relative told us their family member was always well presented, with their hair and nails done and wearing clean clothes.

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.

Staff supported people in a personalised way that reflected their individual preferences, sensory needs and identities. People had communication plans where required. Staff supported people to maintain relationships and celebrate important events.

Staff respected and supported people’s religious and cultural needs. One person said they were looking forward to having their room redecorated and choose new soft furnishings.

Relatives told us they felt staff understood their family members’ needs. One relative told us, “They are kind and caring. [Person] is being treated as an individual and let the staff know when they don’t want to do something in their own way and staff respect that.”

Staff were aware of people’s preferences, family backgrounds, life histories and experiences. Staff told us they were proud of the way staff knew people and the relationships they had built with people.

People’s rooms were decorated according to their tastes, including favourite colours, photographs and personal items, which helped create a homely and familiar environment.

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

Peoples care plans detailed skills, abilities and preferences. The provider used goals and aspirations books, which people enjoyed as part of their activities. Staff support people to work towards these goals, promoting independence and choice.

People were encouraged and supported to develop and maintain relationships. Family members told us friends and family were encouraged to visit and take part in celebrations, and staff supported them to maintain these important relationships.

Where the provider recognised a person’s independence increasing, they worked with partners, commissioners and the person to seek more independent service provision to enhance their independence further.

We observed people being offered choice and control in their daily lives, including decisions about personal care routines, bedtime and mealtimes. People told us they were able to make choices about how they spent their time. One person told us, “Sometimes I watch TV in my room. Get my own peace.”

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.

We observed staff responding promptly to people’s verbal requests for support. Staff demonstrated a good understanding of people’s individual communication styles, including recognising non-verbal cues and changes in behaviour or vocalisations that indicated distress. Staff worked well together to ensure there was always someone accessible should people need support.

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

The provider had systems in place to support staff wellbeing, including regular supervision and annual appraisals. These provided opportunities for staff to discuss their performance, raise concerns and share issues relating to their wellbeing. Records showed health and wellbeing information was considered, including reasonable adjustments and risk assessments where staff had disclosed medical conditions.

Staff spoke positively about leadership and felt supported in their roles.