The Haven

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 requires improvement. At this assessment the rating has changed to 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.

Care plans were written with a very person-centred approach. They reflected each person’s needs and wishes. Care plans recorded specific health and emotional needs that were individual to each person. For people who experienced distress or anxiety, there were clear, personalised strategies to support their wellbeing and provide reassurance. A staff member told us, care plans were detailed and gave staff enough information to support people. During our visit, we observed staff who were patient, attentive and who interacted with people in a positive way.

One person’s support plan in relation to the use of cameras had not been updated. Most of the staff were clear about when the cameras should be used but this needed to be updated.

Daily records were used to describe people’s day, what activities they had done, what they had eaten and general information about their individual wellbeing. People’s relatives told us they were kept informed about changes to people’s needs and involved in decisions about their care and support. People had lived in the home a long time. Staff knew people well and how they liked to be supported. Staff told us they had good relationships with family members and people’s relatives echoed this.

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.

Staff understood the importance of working closely with professionals when needed to ensure people’s care needs were met. This included access to doctors, specialist doctors, chiropody and opticians. Staff understood the needs of autistic people and people with a learning disability and worked to ensure typical barriers faced by people were removed or mitigated against. Staff training ensured that staff had the skills and knowledge to meet people’s needs. People received support from a consistent staff team for continuity. Staff retention had improved and it was evident that there had also been consistent support provided by regular bank and agency staff who knew people well.

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

There were detailed assessments of each person’s communication needs within people’s care plans. People had complex communication needs and the advice and guidance on how to encourage people to communicate was detailed. A person’s relative told us, “I feel reassured that they have got to know him and do understand him when he tries to communicate his wants and needs.”

Information was provided to people in a way they could understand. When needed, staff used easy read formats and pictorial information to support communication. Staff were trained in Makaton, and they also used objects of reference to aid communication. The registered manager told us using both had seen a massive improvement in how people communicated. Everyone had regular eye tests.

People’s consent was gained to share information about them with other healthcare professionals. All information was stored securely. A newsletter was written for people and their relatives and was issued on either a weekly or monthly basis. Relatives told us they valued this communication.

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.

People’s relatives told us they felt comfortable raising any concerns or worries and that they would be confident concerns would be taken seriously. A relative told us, “We are not worried about ringing or reporting any concerns, we know we can ring the manager any time and whatever concerns we have, would be dealt with.”

Another relative told us they had recently raised a concern. We saw detailed records demonstrating how the concern had been resolved.

One person had chosen to have a holiday in Disneyland Paris. As part of planning and to make sure the person knew what was involved, staff were arranging a day trip to a theme park and were taking them on regular train trips.

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

A staff member told us that, “People are doing much more than they ever did. Some go to the Blue Camel Club in Brighton (An evening club for people with learning disabilities). They go walking, swimming and, cycling. We go on trains and buses, and we have picnics and go to the park.”

A relative told us, the registered manger has an “Attitude that no resident should be staying indoors all day without the opportunity to go out. There are now so many activities and outdoor things that [Person] is enjoying. This is the life I imagined for him when he left home.”

Another relative told us their loved one was doing lots of activities, but they would like them to do an activity that challenged personal growth. This was fed back to the registered manager who confirmed they would explore perhaps college courses to see if they could find something suitable. Despite this comment the relative told us they were very happy with the service and said, “We are very lucky to have him there.”

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.

The home used a variety of modes of transport to enable people to have access to activities. They walked where possible, caught buses, trains and used taxis. One person had a mobility car. They knew that at times when people were anxious, they could draw attention to themselves, and they planned for these events so that this was not a barrier to people getting to activities that were important to them. Staff told us that people were always clear about where they were going and the purpose of their activity. Staff told us that people were well known in their local community.

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.

Nobody required end of life care at the time of this assessment. People living at the Haven were not able to express their wishes in relation to end of life care. The registered manager told us that if anyone needed end of life care in the future, this would be fully assessed with people's relatives and professionals involved in their care. In the interim they confirmed that emails had been sent to people’s relatives to ask their views on the subject. One person’s relative had responded, and a lasting wishes document had been completed with input from the family and care team.