Fair Haven Care Home

This was a routine assessment of the service. We spoke with people using the service, their relatives, staff, and reviewed care records, policies, audits, and other documentation. We also observed care and used structured observation to understand the experiences of people who could not always communicate verbally.

We found the service provided safe, effective and person-centred care, with a positive and caring culture. People were supported by kind and knowledgeable staff who understood their needs well. Feedback from people and relatives was mostly positive, with many describing staff as approachable, caring and responsive.

There were systems in place to keep people safe. Staff understood safeguarding procedures and felt confident to report concerns. Incidents and accidents were recorded and reviewed, and lessons were learnt to reduce the risk of them happening again. People and relatives told us they felt safe, and there was a strong focus on protecting people from harm while respecting their rights.

Care was planned and delivered in a personalised way. People’s needs were assessed before admission and reviewed regularly. Care plans were detailed and gave staff clear guidance on how to support people safely. Staff worked closely with healthcare professionals to ensure people received the right support, and referrals were made promptly when needed. This helped achieve positive outcomes, including improvements in people’s health and wellbeing.

People were treated with dignity and respect. Staff knew people well and supported them in a way that promoted independence, choice and control. People were encouraged to stay active, maintain relationships and make decisions about their daily lives. The service also supported people to express their preferences and be involved in their care.

Staffing levels were sufficient, and staff worked well as a team. They received training, supervision and support to carry out their roles effectively. There was a positive working culture, with staff feeling able to raise concerns and contribute to improvements.

The leadership team was visible, approachable and committed to continuous improvement. There were systems in place to monitor quality and safety, including regular audits and checks. When issues were identified, action was taken promptly. The provider also worked well with external partners to ensure joined-up care.

However, there were some areas for improvement. Environmental risks were not always identified promptly, although action was taken once highlighted. Cleaning arrangements also needed strengthening to ensure all areas of the home were consistently clean. In addition, processes around consent and mental capacity were not always fully recorded, and communication with relatives could be more consistent.

While improvements are needed in some areas, the provider showed a willingness to learn and make changes to improve the quality of care for people.