Wold Haven

“People and relatives reported positive experiences. Staff were aware of safeguarding processes and were confident to raise any concerns to management and to relevant external professionals.”

“We observed staffing levels were sufficient to meet people’s needs. The registered manager explained how they calculated staffing levels and skill mix using the dependency tool. The management team were looking to increase their recruitment of care staff to reduce the use of agency staff.”

“Staff received training, supervisions and had regular handover meetings to support people effectively and safely.”

“Overall medicines were managed safely.”

“Environmental safety checks and statutory compliance records were in place with actions planned where improvements were required.”

“Care plans and risk assessments were detailed and person‑specific. We observed care provided to people which was person-centred and promoted people’s independence and life choices. Some records required further information to show areas of care, such as people’s future plans had been explored and outcomes recorded.”

“Activities were tailored to suit people’s choices and preferences and to meet their long-term goals and aspirations. People were supported to access their local community and other specific planned events. This improved people’s lives and overall well-being. Relatives consistently reported high satisfaction with the activities provided for people.”

“Food was described by people and their relatives as ‘good’, ‘pretty good’, and ‘enjoyable’. We observed people choosing their food, snacks and beverages in line with their preferences and/ or requirements, such as soft diets or thickened fluids for those with swallowing difficulties.”

“Records showed people received support from other health professionals. For example, GPs, district nurses and speech and language therapists to support people’s changing needs.”

“The provider and registered manager created a warm and friendly culture with caring and compassionate staff. All of whom spoke about the visions and values of the service with energy and passion to maintain a positive culture of continuous learning and improvement. Governance systems were in place to support the registered manager with the running of the service.”

“Regular feedback was sought about people’s and relative’s experience and lessons learnt were shared with the wider staff team to continually drive the best outcomes for people. Relatives and staff spoke positively about the leadership and management of the service.”

“The management team were very honest and responsive to the inspection findings and acted on the feedback given during the inspection.”