Fair Haven

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 service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed kind interactions between people and staff. For example, when supporting them to choose their pudding and having a general chat.

People and relatives were complimentary about staff. One relative said, “The staff are absolutely wonderful. Some have been there for many many years which shows just how lovely the place is, they don't want to leave! The kindness and warmth they showed [person is] fantastic. They always maintained [person’s] dignity and privacy during personal care with the utmost respect. [Person] grew genuinely fond of the team because they treated them like family.” Another relative told us, “The staff honestly couldn't be kinder or more helpful towards [person]. Nothing seems to be too much trouble, and they treat her with tremendous dignity and humour.”

Health and social care professionals were complimentary about the service. A professional said, “The care home has a very friendly, warm atmosphere and I feel the residents are very well cared for.”

The service 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 personal, cultural, social and religious needs were understood and met. Staff told us they knew people’s individual needs and preferences. Staff confirmed they treated everyone as an individual. One staff member said, “I support residents to make their own day-to-day choices and encourage independence wherever possible. With clothing, I encourage residents to choose what they would like to wear by opening their wardrobe and allowing them to select their own clothes, rather than choosing for them.” Another staff member told us, “I support people to maintain people’s independence by always seeking their consent before providing care and encouraging them to do as much as they can for themselves. I promote choice, respect their decisions, and support them with tasks only where assistance is needed, while encouraging their abilities and confidence.”

People’s care plans were detailed and centred around the person and their needs. This supported staff to provide individualised care and treatment.

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

People were supported to maintain relationships and networks that were important to them. We observed many visitors who regularly visited their family members in the service.

One staff member said, “I support people to keep in contact with their family and friends. For example, one resident’s [relative] calls them every day and visits them once a week. If a day passes without [relative] calling, I encourage the resident to contact [relative].” Another staff member told us, “I support people to keep in touch with their family and friends. For example, I can help someone make a phone call, send a text message, or use a tablet for a video call. I can support them to arrange visits with family and friends or help them attend social activities and family events. If needed, I can assist with transport arrangements.”

People had access to the local community and various pre planned activities which were available to them in the service every day of the week. When weather permitted people were supported to access a beach hut at a nearby beach.

The service 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.

People’s needs, views, wishes and comfort were a priority and staff anticipated these to avoid any preventable discomfort, concern or distress.

A relative said, “I think [people] are safe at Fair Haven. There are always staff in attendance and they responded quickly.”

We observed call bells were answered in a timely fashion. The registered manager told us call bell times were monitored daily and longer waiting times were investigated to ensure any necessary changes were made.

Changes in people’s wellbeing were documented and raised with healthcare professionals when required.

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

The registered manager had an open-door policy. The provider offered an employee assistance programme to support staff when needed with their wellbeing as well as other aspects of day-to-day life.

Staff told us they felt supported.One staff member said, “I do feel valued at work. There is a supportive working environment with strong team.” Another staff member told us, “They are approachable, understanding, and always make time to listen if I have any worries, concerns, or need support. They provide reassurance, guidance, and feedback, and they let me know when I am doing my job well. They also value the work we do, support the team, and ensure we have the resources and support needed to carry out our roles effectively.”

Adjacent to the main kitchen there was a separate area for staff to make their food if they wished to or to make hot drinks.