Newhaven Residential Home

Staff were recruited safely and there were enough on duty to support people. Staff had access to training and there was a support system in place, which included formal supervision and day to day availability of management. Staff reported morale was good and they enjoyed their work.

People's health and nutritional needs were met. Records showed health professionals visited the service when required and some people went out to visit their GP, dentist or hospital consultant. People told us they liked the meals provided to them and the menus provided choice and alternatives.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff knew how to ensure people made their own decisions; this was confirmed in discussions with people and their relatives.

Staff were described as kind and caring, and treated people with respect. They supported people to be as independent as possible. People had assessments of their needs before admission and care plans described how people preferred to be cared for to enable these needs to be met.

The provider had a quality assurance system, which consisted of audits, meetings and surveys. Action plans were developed following these checks to help improve the service and respond to people's suggestions. There was a complaints procedure on display and people felt able to raise concerns or complaints.