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Havendene Residential Home Requires improvement

The provider of this service changed - see old profile

We are carrying out a review of quality at Havendene Residential Home. We will publish a report when our review is complete. Find out more about our inspection reports.


Inspection carried out on 7 January 2020

During a routine inspection

About the service

Havendene is a residential care home providing personal care for up to 25 people. At the time of this inspection, there were 15 people living at the home, some of whom were living with dementia.

People’s experience of using this service and what we found

People and relatives had many positive comments about the service at this home. They praised the care and kindness shown by staff. The home had a very welcoming and friendly atmosphere. Staff were engaging and supportive of people and embraced their diversity. The home was run in the interests of the people who lived there.

People said they felt safe at the home. Staff knew how to report any concerns and said these would be acted upon. The home was clean, warm and comfortable. Some bedrooms were ready for decoration and there were plans to do this as rooms became vacant.

There were enough staff to assist people and they were quick to respond to calls for assistance. People’s needs were assessed to make sure their care could be provided by this service. Staff were very knowledgeable about each person and how they wanted to be supported.

People said the meals were good and they got enough to eat and drink. People had good input from other care services to support their health needs. Staff provided sensitive and compassionate care to people when they reached the end stages of their lives.

People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible and in their best interests; the policies and systems in the service upheld this practice.

People received individualised support that matched to their personal preferences. There was a good range of activities and engagement in the local community to maintain people’s social inclusion.

People and relatives commented positively on the way the service was run and the approachability of the registered manager and staff. People and relatives were happy with the management of the home. They were asked for their views and these were acted upon.

The provider, registered manager and staff had worked hard to improve the way the service was run. There were better systems in place to check the quality and safety of the service.

The provider had failed to display the rating since the previous inspection. This was a breach of regulation. We are dealing with this outside the inspection process.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was requires improvement (published 28 January 2019) and there were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of those regulations.

Why we inspected

This was a planned inspection based on the previous rating.


During the inspection we recognised that the provider had failed to display the rating since the previous inspection. This was a breach of regulation. Full information about CQC’s regulatory response to this is added to reports after any representations and appeals have been concluded.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 4 December 2018

During a routine inspection

This was the first inspection of the service since it was registered by new providers in March 2018. An unannounced visit took place on 4 December 2018 so the provider and staff did not know we were coming. A second visit took place on 6 December 2018 which was announced.

Havendene is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Havendene has accommodation for up to 25 people in one adapted building, including two shared rooms. The home is a former vicarage and the accommodation is over two floors. There were 18 people living here at the time of this inspection, including older people with learning disabilities, physical disabilities or living with dementia.

There was registered manager in place but they were not present during this inspection. An acting manager had been employed to cover the absence of the registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At this inspection we found the provider had breached two regulations of the Health and Social Care Act 2008. Practices in relation to bedrooms fire doors, laundry door, food safety and medicines storage were not always fully safe. The provider’s quality assurance systems had not always been operated effectively to monitor the safety of the service and to ensure compliance with the regulations.

This is the first time the service has been rated as Requires Improvement overall. You can see what action we told the provider to take at the back of the full version of the report.

All the people and relatives we spoke with felt the home was a safe and comfortable place to live. Staff were clear about how to recognise and report any suspicions of abuse. The home was clean and odour-free.

The provider carried out checks to make sure only suitable staff were employed. Some staff had worked at Havendene for many years but had not had any recruitment refresher checks taken up since they were appointed. We have made a recommendation about this.

People told us they were happy with the care and felt there were enough staff to assist them. Staff had essential training in health and safety and care. However, they had not had supervision sessions for most of the year. The acting manager was addressing this.

People’s consent and permission was sought before staff carried out any care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service did not always support this practice. For example, where people were subject to any restrictions to keep them safe, such as lap straps on wheelchairs, this had not always been recorded as being in their best interests. The acting manager was addressing this.

Before people moved to the home their needs were assessed to make sure the home could provide the right care. Staff worked well with other health care professionals and people were supported to access health services.

Relatives and health professionals said the staff responded quickly to any changes in people’s well-being. People said the meals were very good. Staff encouraged people to eat and drink enough and they had choices about where to dine.

The building was a converted vicarage. Although it was warm and comfortable it had narrow, dim corridors and few design features to help people living with dementia. We have made a recommendation about this.

People, relatives and visitors said the staff were caring and kind. There were good relationships between people and