Safe Harbour Dementia 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 inspection 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. They treated colleagues from other organisations with kindness and respect.
People, relatives, staff and professionals consistently described staff as caring, respectful and committed to supporting people to live well. A person told us, “Staff will do anything for me,” and said they had been “welcomed with open arms” when they moved into the home. A healthcare professional described staff as friendly and personalised in their approach and told us they would recommend the service. They also said staff went “above and beyond” when supporting a person at the end of their life.
Relatives told us staff were “lovely and kind” and that “nothing is too much trouble.” A relative explained that before their family member moved into the service, they had been extremely worried. However, they said “my stress has been lifted” because staff provided reassurance, regular communication and high-quality care.
 

Staff 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.
Care plans contained detailed information about people's lives, interests, communication needs and emotional wellbeing. This provided staff with clear guidance about how people wished to be supported and helped them understand what was important to them. For example, 1 person's care plan instructed staff to speak slowly, allow them time to finish sentences and engage them using picture books and meaningful conversation topics.
People's personal histories and relationships were clearly valued. Records contained detailed information about people's backgrounds, family relationships and preferences which helped staff build meaningful connections with them. Staff were able to explain how they adapted support around people's personalities, routines and wishes. We saw examples of care plans containing personalised strategies to support people's emotional wellbeing, communication and distress in ways that reflected their individual preferences.
 

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People were offered choices throughout their daily lives and staff respected their preferences. Care plans included guidance about people's likes, dislikes and routines and highlighted the importance of involving people in decisions about their care. Staff demonstrated a good understanding of supporting people to maintain choice while remaining safe.
Relatives described seeing their family members continue to engage in activities, maintain relationships and take part in meaningful occupation. Staff understood the importance of supporting people to remain involved in decisions and daily routines wherever possible.
People's voices were heard and acted upon. Menus were available in pictorial formats to support understanding and choice, dietary preferences were catered for, and people were able to choose where they spent their time and how they participated in activities.
 

Staff 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.
Call bells were answered promptly, and we observed people being discreetly asked if they needed help and support. We also observed 1 person being supported to find an alternative food they enjoyed. Staff brought them several options before they decided.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Staff told us they liked working at the home and genuinely felt valued and well cared for. Comments included “it is like family extension” and “The manager cannot do enough for us.”