Moorhaven Care Home Ltd

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 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.

Staff were kind, respectful and caring.We observed staff engage with people in a friendly and caring manner and their conversations with people were good natured. Staff were attentive to people's needs. People told us, “All of the staff are brilliant, they are kind and listen to me”, “The carers are very good” and “The staff are good here, they work very hard.”

People’s privacy and dignity were respected. We observed staff knock on people’s bedroom doors and wait for a response before entering. A person told us, “I like to leave my bedroom door open all the time, they [staff] ask for permission before coming in.” A staff member commented, “We maintain privacy for the residents. For example, during personal care, we close the windows and doors.”

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.

People’s individual needs were assessed prior to them moving into the service. People’s cultural, social and religious needs were understood and respected.

Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People told us staff took time to speak with people and communicated effectively. A relative commented, “Staff are lovely, kind and caring. They take time to listen to [relative] and take the information on board.”

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

Policies and procedures were in place to promote people's independence, choice and control. We observed staff supporting people and encouraging their independence and choice. For example, we saw staff asking people what drinks they would like. A staff member told us, “If a resident can wash themselves, we let them do it, we supervise and don't take their independence away from them.”

People’s views and decisions about care were incorporated within their care plans. This helped staff to support people in a way that allowed people to have control over their lives and make day-to-day decisions. Relatives told us, “Staff respect [relative’s] choices” and “They [staff] always offer [relative] choices.”

The service supported people to maintain relationships with their relatives and friends. Relatives could visit at any time.

Information about advocacy was available for people. Advocacy is a process for supporting people to express their views and concerns.

There was no activities co-ordinator employed in the service when we visited. People and relatives told us there were not many activities happening in the service. Staff told us they didn’t have time to support people with activities. The provider was aware of this feedback through their internal quality monitoring functions and an activities co-ordinator had been recruited and was due to start employment on 9 February 2026.

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.

The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with different protected characteristics. We spoke to people about their experience of care. They did not report any barriers to care related to discrimination.

People were supported to access the services they needed. Staff and the registered manager told us about working with professionals and stakeholders to support and meet outcomes for people. There were processes in place to support people in expressing their views and gathering feedback.

Staff received equality and diversity training. This helped staff to understand and value difference.

We observed a calm atmosphere at the service, with staff responding to people quickly when they were in distress or needed support. For example, we saw staff supporting people with eating and drinking.

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

Staff wellbeing was supported through staff meetings, supervisions and the registered manager’s approach to an open door policy, where staff could always approach and access the registered manager.

The staff we spoke with gave positive feedback about working at the service.Staff described a supportive and collaborative working environment and spoke about good team relationships. Staff commented, “It is a good home. We are a good team and we work hard” and “We are a good team who work well together, there is unity amongst us. I would recommend the service to for my own relative.”