Haviland House

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 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 spoke with people in their preferred way including using their preferred name or nick name. Staff met people’s preferences. For example, one person was drinking out of a lightweight wine glass, a staff member told us the person drank more when they were served that way. Another person’s care plan stated they liked to sit in the hallway of their household with blankets whilst eating biscuits, we saw they were able to do this. Staff knew people and their personalities well; a person who was known to became anxious had staff with them chatting and playing games. A staff member reminisced with the person about their local hometown, this appeared to help the person stay content. People’s care records reflected their individualities and personalities. A staff member told us how they respected people’s individuality and said, “Everyone is free to be ‘me', everything is resident led.”

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 spoke with people in their preferred way including using their preferred name or nick name. Staff met people’s preferences. For example, one person was drinking out of a lightweight wine glass, a staff member told us the person drank more when they were served that way. Another person’s care plan stated they liked to sit in the hallway of their household with blankets whilst eating biscuits, we saw they were able to do this. Staff knew people and their personalities well; a person who was known to become anxious had staff with them chatting and playing games. A staff member reminisced with the person about their local hometown, this appeared to help the person stay content. People’s care records reflected their individualities and personalities. A staff member told us how they respected people’s individuality and said, “Everyone is free to be ‘me', everything is resident led.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We saw people were always offered choices, such as, what to eat, drink and where they wanted to spend their time. A person told us, “It's very good, especially the carers here are very good. They do actually leave us to live, they're not on our backs if you know I what mean, when we need them they are there.” Another agreed and said, “We can make decisions it's up to us. If you're tired you go to bed, if you're awake you can get up there's absolutely no strict regimes.” A staff member told us, “We go through a lot of things like person-centred care when staff are shadowing (training), we explain the worst thing we can do is do everything for someone. When washing, we get the soapy water, flannel and towel, give them to the person and ask them if they want to wash and dry their faces.” We observed a person went to the kitchen, we were told they liked to make a shopping list and collect their items from there.

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 attended to people’s requests quickly and anticipated people’s needs. Staff responded to signs of health deteriorations. A healthcare professional told us, “[Staff member’s] input during my visits is invaluable. Their insight and resident knowledge help significantly (to identify) if a resident's behaviour is normal or not for them.” People were involved in developing the activity schedule, various events were held in each household, in addition, households were able to come together in the activity room or café. External entertainers came into the service and the garden was well utilised; a shed had been transformed into a traditional icecream parlour for the summer months. A relative commented, “[Person] loves the activities and socialises. It’s more the companionship there. They used to be a hermit. The other day they sang songs and [person] enjoyed and loved it.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Systems were in place to support and promote staff wellbeing, for example, a staff member of the month initiative was running, where people, relatives and colleagues could nominate. Once the staff member was chosen, they and other staff would get to read the reason for nominations which inspired other team members. There were wellness action plans and resources for staff to support their wellbeing and mental health. The management team supplied sanitary products for female staff and provided a food and supplies cupboard which staff could anonymously help themselves to if they felt any financial struggles. Staff told us they were happy and they felt supported. A staff member said, “I enjoy working there, I feel there is support and the support I need as a carer its important, you need support to feel ok at work, also the environment is good, the residents are amazing, I feel good working there.” The registered manager was aware that staff working in some households could be tiresome and made sure there was a rotation to prevent fatigue. They told us, “People (staff) flit in and out of this industry, Haviland House is special and can be challenging on some days, staff we have turn up with good grace and a smile on their face. We have to keep them.”