22nd February 2019

Guild Care is delighted to announce that its Haviland House dementia nursing home has been rated as ‘Outstanding’ for its responsive service by the Care Quality Commission (CQC).

The home in Goring-by-sea was visited by inspectors in December when they spoke to residents, staff and family members. The other CQC inspection areas safety, effectiveness, caring and well-led were all rated as ‘Good’. This means the overall CQC rating for Haviland House remains as ‘Good’.

The findings of the inspection report highlighted how “People at Haviland House received an exceptionally high standard of care and support that was completely personalised to meet their individual needs” and that “Staff went out of the way to support people in line with their wishes and to provide a high quality of care.”

View our video on Haviland House below.

Suzanne Millard, CEO of Guild Care which runs Haviland House, said: “This is a remarkable journey for the charity. We first started fundraising for a purpose built dementia care home in 2012 after our board of trustees realised there was a need for such a home in the local area.  Then with the help of the local community the 63-bed purpose home was built and it was opened to the public in January 2015.

“Now just four years later we have not only recently achieved a Level 1 Butterfly Accreditation for two of our households from the international charity Dementia Care Matters, but we’ve also been rated as ‘outstanding’ for our responsive services from Care Quality Commission (CQC) inspectors.’

“All this would not have been possible without the tremendous hard work of our staff that have been incredible from senior management, to the all the butterfly care support workers, nurses, catering and volunteers. Everyone has played a part in making what Haviland House is today; not only an outstanding dementia care home, but a home for life for our residents which we feel very proud of.” 

The CQC inspector of the ‘outstanding’ rating for its responsive service said in the report: ‘Advice has been sought from professionals and organisations who specialised in dementia care. This has been used to ensure the service is extremely responsive to people’s needs.  Care was personalised to an exceptionally high standard, so that that people’s preferences took priority…Staff went out of their way to provide a homely environment and knew people extremely well’.

Lorraine’s mum is currently a resident at Haviland House, she said; “When I first came to Haviland House it was mum’s care I was more concerned about.  It wasn't long before I knew that not only was Haviland House a beautiful building but it had the staff to match.  It took a very short time for Mum (and the family) to settle in and Mum went from strength to strength, gaining weight and confidence and forming wonderful relationships with her carers, nursing staff, kitchen staff and Sam’s cafe staff, entertainment staff and management alike. It was a joy to watch her transition. We were one big family. Haviland is mum’s home and everyone loves her and we love them.”

Haviland House CQC inspection report highlights

Overall Summary

  • People received an exceptional standard and quality of care that was personalised to meet their individual needs.
  • The ethos of the house was one that put people at the heart of the service
  • Staff knew people extremely well and went out of their way to ensure that people led meaning lives. End of life care supported people’s individual needs and preferences in a person-centred way.
  • People were cared for by kind and friendly staff who were empathetic to their needs. People were encouraged to be involved in all aspects of their care and were treated with dignity and respect.

 Is the service responsive – ‘Outstanding’ rating

  •  The service was tailored to meet people’s individual needs and delivered in a way to ensure flexibility, choice and continuity of care.
  • Staff went out of the way to support people in line with their wishes and to provide a high quality of care.

If you would like more information about Haviland House please contact our Customer Service Team on 01903 327 327 or contact us here


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