Fair Haven 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 Good.

Thismeant 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.

During our visit, we saw staff treating people with kindness and respect. They supported people in a way that maintained their dignity.
Staff took a person-centred approach and had good relationships with people. They were friendly, caring and professional, which helped people feel comfortable when receiving support.
Staff knew people well and spoke to them with warmth and sensitivity. This was reflected in relatives’ feedback, who consistently described staff as kind and caring, and said people were well looked after. A relative told us, “The staff are friendly when I speak to them and they know my (relative). They understand (relative), they have got to know (relative). I know a few regular staff.”

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.

The service treated people as individuals and supported them to take part in activities they enjoyed. For example, one person liked helping with monthly door safety checks and painting. Staff supported this safely, which helped the person feel involved and maintain a sense of purpose.

Care plans and risk assessments included details about people’s life history, preferences, and how they wanted to be supported. Staff knew people well, including their routines, hobbies, likes and dislikes, and adapted care to meet their needs.

Staff showed a good understanding of the people they supported and respected their choices. During our visit, we saw staff speaking kindly and respectfully, helping people feel valued and understood.

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

The service promoted independence, choice and control. Staff supported people to take positive risks in a safe way and understood the importance of helping people live as independently as possible.

There was a system in place where people could request the door code if they wished to leave the home. Where appropriate, and after assessing capacity, one person had been given the code and used it independently. This showed the service respected people’s rights while managing risks.

People were supported to keep in touch with family and friends. Visits were not restricted, and staff encouraged people to maintain relationships that were important to them.

People were supported to make choices about their daily lives. Staff respected these choices and adjusted care to suit each person. We saw staff explaining care clearly and asking for consent before providing support, helping people feel in control.

Care plans included clear information about people’s needs, preferences and goals, supporting them to stay as independent as possible.

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 recognised changes in people’s physical and mental health and responded quickly. They knew when and how to contact healthcare professionals to make sure people received the right support.

Staff said they shared important information during daily handovers and raised any concerns without delay.

Relatives felt, staff acted quickly and provided timely support. A relative told us, “When we were concerned about a mole on (relative) face we spoke to someone. We were happy with how they dealt with it.”

People had access to call bells. During the assessment we saw that call bells were answered quickly. Records also showed that most calls were responded to within 1–2 minutes, showing a timely response when people needed help.

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

All staff we spoke with said the management team were supportive and easy to approach. Regular staff meetings and one-to-one supervisions gave staff the chance to share their views, and managers acted on feedback to make improvements.

Training and development were a priority. Staff received the support they needed to build their skills and confidence, helping them provide good quality care.

Staff told us their wellbeing was supported through open communication and a positive working environment. They felt able to raise concerns and said the management team responded quickly and took action when needed.