Relatives of four people who live at the home had provided written comments for us to read. They told us:'My sister has been a resident of Newhaven Care for many years during which time she has always received an excellent standard of care. The staff are always courteous, friendly, helpful and very professional.
During my regular visits I am always greeted with a friendly smile, a cup of tea and a chat to bring me up to date on any changes to her well-being. If the need arises they will contact me promptly by phone and explain any changes that have occurred.
I would like to take this opportunity to thank the staff for the care and attention they give which is often over and above what they are required to give.'
'I am more than happy with the care and attention my relative receives. He seems very happy there. I am very happy with the excellent ethic of the manager. The only reservation I have is that he only goes to the day centre twice a week and needs further therapy to occupy him. Everything else seems very good.'
'I have always been given full cooperation from the manager, keyworker and staff. Visiting times are not stipulated so I have always dropped in unannounced and have no complaints regarding the care, love and commitment my relative receives from the manager and staff. My relative has been with Newhaven for 17 years and on my visits I have always found the environment to be clean and happy and her appearance has always been appropriate for her needs. She has choices and preferences for example she likes to go swimming, to soft play and minibus rides and in the past she went horse-riding. She has the privacy, dignity and independence a woman of her age would have. I have full confidence in the manager and staff.'
'Our relative displays challenging behaviour but with continuity of care and good practices within the staff we know she is given the best care. Your staff address her needs and show love and affection to her, which she also gives in return. She loves nothing better than one to one attention and your staff are always willing to oblige. Her health needs are always accommodated. Staff are always aware and alert and show a high level of understanding towards these issues. The staff always ensure that her needs are met promptly and confidently and also respectfully.
Communication is excellent and I am always well informed about her well being. We are always made welcome. It is a clean and pleasant environment for residents and visitors alike.'
One of the people who lives at the home told us that he has regular contact with his family and they all came to the home for his 50th birthday party. He also has some overnight stays with them. He likes to help in the garden and with baking. Following a review, and discussion with the day centre staff, he is going to have a work placement in a local park and he said that he is looking forward to this and has got a visibility jacket.
We spoke with a health professional who provides support for the people living at Newhaven Care. She told us that 'whatever you suggest they are always willing to try'. They are 'spot on' with making sure that people's health needs are addressed. She has no concerns at all about the service and feels that they ensure the people who live there are healthy. She was impressed by the way that the staff supported one another and supported the residents when one of the people who lived at the home died last year.
We received written comments from the Health and Social Care Assessor who is working with the home's staff doing NVQ. In a letter addressed to the home manager she wrote:
'We have worked with you on so many occasions in the past with so many of your employees. I would like to thank you for the help and support you have given to me and to your own staff. I am aware of how much you are dedicated to ensuring that all of your team are fully trained and qualified and it has been a pleasure to work with you in developing the potential of all your staff. You have always made me very welcome and provided any facilities that were needed to ensure the smooth running of the training programme.
All of your staff that I have worked with previously have achieved their qualification and received their certificates and this is largely due to the support, advice and dedication you and your senior staff gave during the training programme. I truly admire the culture of stressing the importance of training, development and progression that exists throughout Newhaven Care.'