Rest Haven Residential 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.

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 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, caring and respectful. People and relatives gave positive feedback about the staff, commenting on them being caring and supportive. One person told us, “The staff are all wonderful, they really are.” A relative told us, “The staff that support [person] only ever do their very best.”

We observed staff were compassionate and they had developed positive relationships with people, providing support in a way that was meaningful. People responded positively to staff having conversations and joking together.

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 initial and ongoing assessments explored their individual needs, family connections, hobbies, interests and what mattered to them. This information was reflected in people’s care plans and was regularly reviewed and updated where required. Where appropriate, people’s relatives or advocates ensured personalised information was shared with the service to aid in care and support being tailored to the person.

We spoke with the activity staff who gave examples of how they personalised their approach, recognising people’s personal characteristics and preferences. They were able to clearly identify who preferred to spend time alone or in a small group and gave examples of how they adapted activities or day trips to suit different people. Following activities or trips, either individually or as a group, the activity team ensured it met people’s needs. One activity staff member said, “So we have people who prefer to stay in their rooms like [person’s name]. So, we take a shop around to get items like treats and toiletries. [Person’s name] has come out on a trip – we did talk to her, and she did not enjoy the car ride, but when we got to the beach she was fine so we did speak to her and she did say she would go out again.” This showed that care and support was continually adapted to suit the needs of people.

People told us their views and opinions were always respected by staff. We spent time speaking with people who chose to spend their days in their room alone. They told us this was their choice and that staff respected this. They said they did not feel excluded as they were offered opportunities to be involved in socialising and activities if they wished.

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 enabled to keep as much independence as possible, for example by using walking aids when moving around the service and by staff listening to their wishes and preferences.We observed there were no set routines or restrictions in place, people were able to choose how they wished to spend their time and what their daily routines were. Care plans reflected people’s choice and gave guidance to staff on how to support these. People and relatives told us that their choices were respected by staff. One person said, “I don’t like to go out. I’m happy here and they know that.”

Visitors to the home were welcomed at any time. Private spaces were available for people and their visitors to spend time together both within the service and the garden and patio areas.We observed a number of people’s relatives and friends attend the service on the day of our assessment visit.

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.

Care plans were accessible and up to date. They contained important information to guide staff on how to support people. Staff knew people well and had a clear understanding of what was normal for them. During our visits we observed staff reacting promptly to people’s needs and requests.

Systems were in place to enable people to quickly request support when needed. For example, sensor mats (pressure sensitive devices alerting staff when someone moves) and call bells were available. There was a calm and pleasant atmosphere within the service and care was delivered at an appropriate pace for people.

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

Staff feedback was positive about the registered manager and the direction of the service. There was a very minimal staff turnover, which enhanced care continuity and staff teamwork. We received positive feedback from staff. One staff member said, “I am happy here and it really does not feel work but spending time with family.” The provider also supported staff by providing meals to those working specified hours.

There were current policies and training to support staff in their roles, and the registered manager recognised strengths by enabling staff to have additional responsibilities as ‘Champions’ for specific areas of care. Staff spoke positively about their regular supervisions and appraisals.