Haven Lodge

Updated 22 July 2025

Date of Assessment: 4 August to 27 August 2025. Haven Lodge is a residential care home providing support to older people and people living with dementia. The service can accommodate up to 32 people, at the time of our assessment 25 people were living at the service. We found a breach around good governance; we found systems or processes were not established and operated effectively to monitor and improve the quality and safety to the services provided in the carrying on of the registered activity. An acting manager was in post with support from other managers during the assessment as there was no registered manager in post. We found the service did not investigate incidents thoroughly. The facilities and equipment were not always recorded as maintained and no bed mattress checks were in place. Staff did not have regular supervisions, meetings or appraisals and reported they felt unable to speak up. Staff said the change in management had brought some positives, but the history of concerns continued to influence staff attitudes. During our assessment we found some records were not available. There was only recent evidence of a safeguarding log for referrals made, cleaning schedules, some maintenance checks and staff identity documents at the service and no complaints log. This had been identified and the acting manager with support from the area manager had completed an action plan and started to address the concerns. We found incidents involving some people who displayed behaviours that challenge had not always been recorded. Referrals to relevant partner agencies had not been completed when some people’s needs had changed. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training. Staff managed medicines well.

Updated 22 July 2025

Feedback from people and relatives was mixed. Some people told us of frequent incidents in communal areas that left them feeling scared and vulnerable. Others told us they felt safe and were getting the care they needed. The majority of people said they received very caring and patient care from knowledgeable staff who treated them as individuals. Some people reported some staff were better than others but offered no examples. People told us staff were very busy and if they required more than 1 staff member they may have to wait longer for support. People told us the activities post had been vacant for some time and activities were not regular or planned. Some people told us of sing a long, bingo and quizzes, but stated this was ad hoc and staff did not always have time as they were busy. People discussed with us changes in management, some people were aware of and had been informed of changes, other people said they did not know who had taken over and who the management were. A relative told us, “I would mark the staff 10 out of 10. They are patient and wonderful, they just know how to interact with patients. It’s nice how they talk to them. My [relative] likes to keep to themselves. I thought they would hate it. [relative] says its great and [relative] absolutely loves it.” Several people described how staff treated them kindly and with patience preserving their privacy and dignity. When people could not directly tell us about their experience, we used a structured observation tool to assess whether they received good care. This showed people were included and listened to and staff consistently interacted positively with them.