Fair Haven

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The registered manager actively encouraged individualised care for every person in the service. Records confirmed this. For example, dining arrangements were changed for 1 person to allow them to remain part of the group whilst having their dining experience match their personal preferences.

People’s care plans reflected their needs. People’s bedrooms were personalised and decorated to reflect their individual identity.

Staff understood the importance of providing care in a person-centred way. A staff member said, “I always provide support in a person-centred way by focusing on the individual's needs, preferences, wishes, and best interests.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Records confirmed staff worked with health and social care professionals to ensure care for people was flexible and joined up.

Health and social care professionals were complimentary about working with the service. One professional said, “The standard of care provided seemed very good, the team there seem caring and [professionals] have always been impressed by the care plans that they have in place for each of their residents.” Another professional told us staff contacted them when required and knew when to escalate their concerns depending on person’s presentation.

Relatives and people confirmed health concerns were escalated when required. One relative said, “The staff always seem to know exactly what's going on with [person’s] health both mentally and physically and they are always looking to provide the best and most appropriate care possible.” Another relative told us, “The Fair Haven staff are very well trained and fully aware of [person’s] individual health requirements.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were assessed and regularly reviewed to support their care and treatment in line with the Accessible Information Standard (AIS). AIS aims to ensure that people who have a disability, impairment or sensory loss can access and understand information about NHS and adult social care services and receive the communication support they need to use those services. This meant information was tailored to people’s individual needs.

The registered manager told us they could organise any documentation to be provided in a format tailored to individual’s needs, such as large print.

Records showed staff provided information in individualised manner. For example, to better support 1 person with a choice of their meal, the chef made 2 different meals for staff to present those to the person. The person was then given time to decide based on the visual choice they had in front of them. This meant their individual communication needs were met.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People were asked for feedback on regular basis, either through the residents’ meetings, or through various surveys.

The provider had a complaints process in place and an up-to-date complaints policy. A notice on how to make a complaint was displayed in the service.

People and relatives confirmed they knew how to and felt comfortable to express their views. One relative said, “We are certain that we would be listened to - and with great concern - by the management if we had any complaints (which we do not).” Another relative told us, “I would know exactly who to speak to because the management team is so visible and approachable.”

The service made sure that people could access the care, support and treatment they needed when they needed it.

Physical premises and equipment were accessible. People were given support to overcome barriers to ensure equal access. The ground flooring was all on the same level to support easy access to the garden and between rooms and lounges.

Records showed people were regularly visited by external professionals.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People's care plans were person centred and set out people's preferences and beliefs to ensure people's equality characteristics and needs were respected.

Staff knew people well and showed an awareness of people’s individual needs. One staff member said, “I respect and support people's religious, cultural, and social needs as part of providing person-centred care.” Another staff member told us they met people’s cultural needs by, “Respecting someone's beliefs and adapting or providing for that person's preference. Like giving quiet time for prayers. Giving a resident the options to attend events that meet their religious beliefs.”

Staff received training in equality and diversity. The provider had and up to date Equality, Diversity and Inclusion Policy in place.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

End of life wishes were discussed with people. Where people chose to share their wishes, these were recorded in a person-centred way and available to staff.

A health and social care professional told us they were impressed with how staff supported people in their last days.

Staff told us they had received end-of-life training and were aware of people’s care needs.A staff member said, “I do support individuals receiving end-of-life care, and I have received training. I am aware of which residents have a DNAR (Do Not Attempt Resuscitation) order. This information is clearly documented in their care plans and is also kept in the care office.”