Archived: Havengore House Residential Care Home

Havengore House Residential Care Home is registered to provide accommodation with personal care to up to 22 older people, some of whom may be living with dementia related needs. There were 21 people receiving a service at the time of our inspection.

A registered manager was in post. 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.

Improvements were needed to ensure newly employed staff to the service received training at the earliest opportunity and other staff received refresher training in a timely manner. Additionally, improvements were needed to ensure people’s care records were accurate and reflected people’s current care and support need. Minor improvements were required in relation to medicines management so as to ensure people received their prescribed medication as they should. A review of the number of hours provided for people using the service in relation to social activities was required as currently these were very low and meant that people’s social care needs were not consistently met.

People told us the service was a safe place to live and there were now sufficient staff available to meet their care and support needs. Appropriate arrangements were in place to recruit staff safely so as to ensure they were the right people.

Staff understood the risks and signs of potential abuse and the relevant safeguarding processes to follow. Risks to people’s health and wellbeing were appropriately assessed, managed and reviewed to ensure their safety.

Staff felt supported by the registered manager and received appropriate formal supervision at regular intervals and an annual appraisal of their overall performance. Staff demonstrated a good understanding and awareness of how to treat people with respect and dignity. Staff were able to demonstrate a good understanding and knowledge of people’s specific support needs, so as to ensure theirs’ and others’ safety. Staff were friendly, kind and caring towards the people they supported and care provided met people’s individual care and support needs.

People who used the service and their relatives were involved in making decisions about their care and support. People’s capacity to make day-to-day decisions had been assessed. The registered manager was up-to-date with the law regarding Deprivation of Liberty Safeguards and knew how to make a referral if required.

The dining experience for people was positive and people were very complimentary about the quality of meals provided. Where people were at risk of poor nutrition or hydration, this was monitored and appropriate healthcare professionals sought for advice and interventions.

People and their relatives told us that if they had any concerns they would discuss these with the registered manager or staff on duty. People were confident that any complaints or concerns would be listened to, taken seriously and acted upon.

The service had a number of ways of gathering people’s views including talking with people, relatives and other healthcare professionals. The registered manager carried out a number of quality monitoring audits to help ensure the service was running effectively.

During our inspection we spoke with three people using the service and three relatives and friends. People using the service were happy with their care and support. One person said, ''Couldn't wish for a better place.'' Another person told us, ''I'm warm and well fed, enjoy the company and a bit of chat.''

We looked at the care records of three people using the service. These contained assessments of people's needs including risks and care plans to address these. A handover book was used by staff to ensure that important information about the care people had received and the activities they had undertaken was shared. Care records held detailed life histories that noted people's personal interests. These interests were continued where possible as part of their care, for example, two people liked reading newspapers and this was included in their plans and we observed them reading on our visit. Another person had an interest in gardening and staff reported taking them for a walk around the grounds and helping with plants during the summer months.

There was evidence of good referral pathways and communication with local health colleagues. We spoke with two health professionals, who told us the care staff were responsive to people's physical health needs and referred them when needed.

Staff records showed that appropriate recruitment procedures were in place and being followed.

We reviewed five staff files and these showed staff had undertaken the necessary training and development to support them in their roles.

People who used the service were supported in raising concerns in an open manner and a formal complaints process was available if needed.