Haven 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 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 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.

People told us they liked the staff, and we witnessed people responding to staff with obvious affection. Relatives told us staff were, “Lovely staff, kind and very good” , “Staff are gentle and understanding of people,” and “Good staff, kind and capable.”

Staff were always mindful to ensure they considered peoples individualised needs and preferences. The ethos of the service was to ensure everyone was treated fairly and equally. This was supported by detailed and up to date care records. Staff were seen to be kind and supportive to each other and told us they worked well as a team and valued their colleagues.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us that staff knew them well and treated them as individuals. Staff were able to describe people’s individual preferences and demonstrated they knew people well. Staff respected people as individuals and encouraged to them take part in activities of their choosing.

Care plans detailed people’s needs and preferences. For example, information relating to a person’s family and social history and any requirements were detailed within the care plans. This meant staff had accurate information to ensure people’s individual needs were met. Care plans clearly evidenced people’s communication needs and what support was required to meet their needs.

The provider 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 with people who were important to them. Visitors were welcomed and relatives confirmed they were able to visit their loved ones at any time. Staff told us they offered people choices of drinks and meals, asked where they would like to spend their time, and informed people of different activities taking place. One staff member said, “We promote independence as much as we can, we involve families as much as we can.”

People were encouraged and supported to do as much as they could for themselves, to maintain and develop their independent living skills. People’s care plans reflected this approach, what they were willing and capable of doing for themselves safely, and what they needed staff support with.

There were some people currently living in the service that went out independently and staff supported them to do this safely, for example ensuring contact numbers were in place.
Care plans also reflected people's choices and preferences and information of how staff can support people to make informed choices. Care records reflected people’s communication needs so staff understood how to provide people with information and how people communicated their choices and preferences. For example, using pictorial, written aids or a family member/advocate.

There were a variety of communal areas people could choose to spend their time and safe outside areas. The dining areas were nicely presented with access to cold drinks that people could help themselves to. Snacks and individual snack boxes were available for people throughout the day. Adapted cutlery and tableware were provided to help people to eat independently where possible. We observed staff offer choices of drinks, food and snacks throughout the day and helping people make choices.

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 respond to call bells quickly with staff giving re-assurance and support. We saw people being supported when they required it, for example, helping them to activities, to their room or to the bathroom and assisting them to eat and drink. Staff also reacted to peoples’ health needs to ensure appropriate healthcare was sought in a timely way. Relatives told us, “When my relative has been unwell, they seek advice quickly and they keep us informed,” and “I trust them, they know when my loved one is not right, and needs a doctor.”

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

Staff felt supported by the management team and said it was a good place to work. There were systems in place to consider staff wellbeing and staff felt valued by the support they received.

The management team worked with staff to make reasonable adjustments so they could give their best to people when at work. Staff told us, "I have regular meetings with them, checks ins how I am doing," and “They care about us, it makes a difference.”