Havengore House Residential Care Home

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 provider met people’s needs.

At our last assessment we rated this key question as Good. At this assessment the rating has remained 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 provider 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 management team and staff made sure people could access the care, support, and treatment they needed when required. We observed staff making sure people were happy and comfortable with the care they received.

The registered manager had sought 1 to 1 staff support to manage people’s changing needs. This provided continuous support to meet people’s physical and emotional needs.

Peoples care and support plans were detailed and person centred, capturing important information. A health professional told us, “My patients have individualised care plans, when I go over them I can see they are treating people as individuals, the care plans aren't templates, they are quite person centred, there is good banter and person-centred relationships”.

A relative of a person who uses the service told us,“[Staff] finds out what each person likes and tries to get everyone involved. They know [relative] likes to go out and [they] get taken out which I like.”

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

When necessary, staff accompanied people to attend health appointments and welcomed health and social care professionals into the care home. Management consulted with health professionals weekly to discuss new and ongoing health concerns. A health professional told us “What I like they [staff] do have information on their patients what I like is they know their patients. I go to some places and people do not know but every time I come (to Havengore), I know I can get the information I need. Very friendly staff and management we can have banter. Information is to a good level.”

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

Information was made accessible to people using the service, for example one of the services surveys dealing with activities was in a “pictorial” format. Pictures of various activities were displayed, and people could circle what they preferred and liked. The operations manager told us that since employing this method engagement had increased. They are currently looking at adapting other quality assurance systems in a similar way increasing accessibility across the service.

During a lunch observation we observed positive use of show plates. Show plates are a system designed to increase choice. Menu items are served and hygienically wrapped; this can then be shown to people so that they can point and choose to a food option of their choice. Written menus were available for those that preferred that method of information.

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

There were multiple systems in place for gathering people’s views, relative surveys and resident surveys happened 6 monthly. Staff surveys were carried out annually and visiting professionals had the option to leave feedback. The home manager had recently implemented new starter surveys for new staff, and these appeared to be beneficial, with concerns addressed positively and in a timely fashion.

All quality assurance systems had evidence of being reviewed and analysed by the management team, positive changes and actions had resulted from these showing continual learning and improvement at the service.

A relative of someone who uses the service told us, “The new manager is very approachable and [they] listen to me.” Another told us, “If I’m concerned about anything they listen to me and do something about it, for example, when I mentioned that I thought [relative’s] hand seemed sore they followed up on it straight away, a nurse examined it and got [relative] some pain relief.”

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

The care home was accessible with suitable adaptations, people had appropriate mobility aids, the environment was clear and uncluttered with dementia friendly signage. When care records recorded people needed support with their mobility, we observed people received this support. This promoted their autonomy, allowing them access to all communal areas.

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.

Staff had a good understanding of people and spoke positively about everyone they supported regardless of their support needs. Care records showed people accessed specialist services when required to meet their needs.

The efforts by the provider and in particular the activity coordinator, ensured that all were able to engage and enjoy the various activities in the home taking part safely and in line with their choices and preferences.

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.

Where people had shared their end of life wishes, these were documented and known by staff. This included. Do not attempt cardiopulmonary resuscitation” (DNACPR) It means if a person had a cardiac arrest or dies suddenly, there will be guidance on what action should or shouldn’t be taken by a healthcare professional, including not performing CPR on the person.

There was ample evidence of the provider working very closely with the local GP and health teams to support people with their end of lifecare as well as medicines management.