Havengore House Residential Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question as Good. At this assessment the rating has remained Good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, well being and communication needs with them.

We found that the provider routinely engaged with people, their family and health professionals when updating care plans and assessing changing needs.

People’s needs were formally assessed using a range of assessment tools, these were reviewed regularly to identify if people’s needs had changed. People’s communication methods were documented within care plans to enable effective communication.

A relative of someone who uses the service told us “We sat down and discussed [relatives’] care plan when [they] moved in.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Staff had a good understanding and knowledge of what approaches to use to support people’s preferences, health, or behavioural needs.

We saw a host of relevant guidance and best practice available to staff, for example safeguarding folders had clear instructions and resources to aid in handling of concerns including processes and guidance from two local authorities the provider dealt with frequently.

The operations manager and home manager told us that they regularly reviewed recently released CQC inspection reports, highlighting common themes and areas where CQC identified concerns. They then discussed these internally and developed systems to address any areas that may need improvement.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff were aware of people’s preferences and needs and they said they were kept up to date if any changes happened by daily meetings and good communication with the management team.

Managers and staff worked effectively with health and social care partners, to share information about people. A health professional shared, “Yes [provider] is very responsive, part of my role is assessing things that are missed as they move between hospital and community, I share this with the staff and when I come back these issues are normally addressed. I don’t have to chase up the GP I tell the staff and they follow it up." Speaking about the homes management they added “[operations manager] is good. My feedback is taken onboard, and you can see that when you come back there is an improvement”.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Management and staff worked with relatives and healthcare professionals to ensure people had access to healthcare. Health professionals such as district nurses, therapists and advocates visited regularly to review people’s health needs. One health professional told us, “The management team, are proactive in supporting residents’ care needs and regularly refer to our service for support. The diet is good here.. I do have patients that are diabetic and they do manage it well, so they do provide a balanced diet. We also have patients that are losing weight from hospital, they support them well and follow dietary recommendations from the hospital. They also help them do exercises and Havengore helps with rehabilitation”.

The were a wide variety of activities planned that included physical exercise, the service also started a recent initiative creatively called “Havengore Hikers” this allowed people to access the community regularly, utilising public transport mixed with physical exercise. Helping people engage with the community and be socially as well as physically active.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

The various meetings and oversight mentioned in other areas of this report aided in the service improving outcomes for people. Staff also supported people to achieve positive outcomes to their health and quality of life. A district nurse who regularly works with the service gave feedback such as “Staff follow instructions through exactly as given”. They also told us that there is open information sharing and that members of staff are “always around” and “support all”.

A relative of someone who uses the service told us “It’s a good place as I‘ve just said. The staff monitor [relative] and write everything in [their] record.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The management team worked in partnership with people, their families, advocates and representatives in line with The Mental Capacity Act 2005 (MCA). Staff completed training in MCA and understood the concept of consent.

We observed staff gain consent from people before completing any tasks. We saw consent for care and treatment was obtained in people’s care plans and records. The provider made applications to the local authority if people were at risk of being deprived of their liberty.

A relative of someone who uses the service told us, “My [sibling] and I are responsible for [relative] and the home keeps us informed and gains permission from us.”