Haviland House

20a Robin Road, Goring-by-Sea, Worthing BN12 6FE
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9.6 60 Reviews
  • Haviland House, Worthing
Located just a few miles from Worthing, at Goring-by-Sea, Haviland House offers dedicated residential and nursing care in a purpose-built environment for people living with dementia. The care home’s design consists of five households suited to a particular stage of dementia, each with thirteen to fifteen spacious en-suite bedrooms.

Its charitable status enables the team to dedicate more time to care, while not being answerable to shareholders' investment in facilities. With a market-leading number of care staff, everyone benefits from more quality one-to-one time. The established team of highly trained carers and 24/7 nursing teams are committed to delivering high quality, person-centred care, with compassion, skill, and expertise.

The services are fully inclusive and adapt to provide the right level of care for residents, wherever they are on their journey.

The beautiful interior enhances the space throughout, offering residents a homely feel. It incorporates a dining room, lounge, spacious themed areas, and bathing facilities within each household. An indoor garden themed lounge, perfect for activities, and a summer house in the garden provide great sensory stimulation.

To further enrich the experience, the home offers delicious and nutritious food provided by specialist caterers. A wide range of well-being activities support residents in living well, enjoying life, and loving every day.

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Care Provided by Haviland House

  • Type of Service
    • Nursing Home
  • Voluntary / Not for Profit Owned
  • For a maximum of 67 Service Users
  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Care Offered
  • Alzheimer's
  • Neuropathic
  • Speech Impairment
  • Other Care Provided
  • Day Care
  • Palliative Care

Good to Know

  • Person in charge
  • Avallon McCormack (Manager)
  • Admission Criteria
    • Ages 60+
  • Room Information
    • Single Rooms (67)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2015

Facilities

  • Bar/Café
  • Gardens
  • Lift
  • Minibus or other transport
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Parking

  • Own Car Park


Haviland House Reviews (60)

Total of 60, showing 41-60
9.6

Haviland House has a Review Score of 9.6 (9.629) out of 10, based on 22 reviews in the last 2 years. Over all time Haviland House has 60 reviews.

Overall Experience

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Date Published

60
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9
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Review from Aaron S (Grandson of Resident) published on 7 January 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Nana has been in Haviland for over a year now, moving in on the 31st of December last year. It has been a difficult journey and a real challenge for us as a family. Throughout this process, the staff at Haviland have been incredible in their support of us all. They have been warm, welcoming and human.
We feel that Nana has been well looked after and supported through her own journey. It hasn't been without its challenges, but these are to be expected with the year we have all had. The staff on Angmering have been brilliant and we know that Nana is loved and cared for; which is paramount.

Reply from Melody Akena, Care Home Manager at Haviland House

Hi Aaron, thank you for taking the time to write these lovely words. We truly understand how difficult this journey can be, and we strive to make every step as comfortable as possible. Despite the challenges that the last couple of years have provided, rest assured that we will continue to give your Nana the care and love that she deserves.


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Review from Chris B (Daughter of Resident) published on 29 July 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has been in Haviland for 3.5 years. She recently moved to a new household as her physical and dementia needs have worsened. Haviland has the capacity for 5 separate households so individuals can be cared for with others at a similar stage in their dementia journey. The staff have made a huge fuss
of Mum and ensured that they get to know her and her likes/dislikes. Mum has settled in well because of this and seems happy and content. The staff are all lovely which I see first hand as I am able to visit mum in her room as an Essential Caregiver. Staff bring us a tray of tea and cake so we can share this together just as if she was in her own home. When it was the football final staff brought in food they had made themselves so that the family members (residents) could have a football-themed party with a buffet tea. They genuinely care and go the extra mile. Last weekend Mum sat in the garden to listen to a singer who had come in to entertain. I have a video of Mum singing along. Priceless!

Reply from Alex Mason, Digital Comms Officer at Haviland House

Hi Chris. We are so pleased that your mother has settled in so well over the last three and a half years – as you wrote, our staff love making a fuss over family members. We cannot wait to keep going the extra mile.


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Review from T B (Daughter of Resident) published on 20 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot rate Haviland House highly enough. It is an excellent dementia care home. The staff care for the residents as if they were their own family. They know my dad and care for his needs so well. There are also many stimulating activities. Management, carers, support staff, nurses, activity organiser,
kitchen staff, office staff and all the staff are excellent. My dad is very fortunate to be there. I wouldn't want him to be anywhere else.

Reply from Helen Tidball, Customer Liaison Officer at Haviland House

Dear Theresa, thank you so much for this lovely review. I am very pleased that you and your dad are happy with the care provided by all our excellent staff. The activities run by our fabulous health and wellbeing co-ordinator every day are fantastic aren't they, I wish I could take part in some of them too. I will pass on your kind and supportive words to everyone at Haviland House.


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Review from Susan F (Daughter of Resident) published on 6 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Efficient, friendly and helpful. Kind, considerate and approachable. Value for money is excellent, but it breaks my heart that we have had to sell everything to pay for her care when Mum is next to someone who is funded by social care. Food is excellent, but I have only seen a few meals. Mum is on a
soft diet and I feel her food could be pureed more due to her swallowing difficulties.

Reply from Helen Tidball, Customer Liaison Officer at Haviland House

Hi Susan, thank you very much for your review. Your feedback is really important to us and we will pass on your kind words to the team. We recognise that the financial burden of care is difficult for many people. If you have your own home, you are expected to pay the full private fee rate. But, we guarantee after three years if your money runs out, you will not be asked to leave, this is a home for life. Regarding your Mum’s food, I understand she is now on a puree diet. If this is still an issue, the Head Chef would be happy to meet up and discuss what we can do. Please feel free to contact me by email helen.tidball@guildcare.org or call me on 01903 528600. Warm regards.


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Review from Sarah R (Daughter of Resident) published on 25 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As a family, we are so thankful and feel extremely lucky that mum is at Haviland House. She is treated with love, dignity and respect and is very settled there. We cannot thank the staff and management enough for all their care and support.

Reply from Chris Walton-Turner, Manager of Haviland House at Haviland House

Thank you so much for your review of Haviland House. We are honoured that you chose Haviland for your Mum and for the trust and faith you have placed in us. The team strive every day to ensure all our family members (residents) feel loved and are well cared for so it’s great to hear that’s how you feel about the care and support here at Haviland. I will make sure this is passed on to the team.
Regards, Chris


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Review from Lorraine J (Daughter of Resident) published on 11 February 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The hardest thing one can do is put a loved one into a care home. But the love and support given to Mum and the family was beyond expectation when we chose Haviland House. Mum was underweight, ill and confused when she arrived but her transformation was a joy to watch. Her weight has increased along
with her confidence. All thanks to her carers and the team that make up the heart of Haviland House. We're one big family and Haviland House is Mum's home. They love her and we love them. Thank you Haviland House.

Reply from Samantha Philpott, Head of Marketing and Communications at Haviland House

Thank you for your review. We know how hard a decision it is to put a loved one into a care home. But we are glad your mum has settled in so well at Haviland House and feels part of the family. Best wishes.


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Review from Paul (Son of Resident) published on 17 January 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with the excellent care received by my mother since she became a resident in Haviland House. I feel confident that she is in a happy and safe environment. The care provided by all members of staff has always been of the highest standard and very caring and professional.
I would not
want my mother to be anywhere else.

Reply from Samantha Philpott, Head of Marketing and Communications at Haviland House

Thank you for your review, I am very pleased to hear that you are happy with all aspects of your mother's care. Regards, Guild Care


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Review from Stella C (Wife of Resident) published on 13 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Consistently very high standard of care. All staff very friendly and approachable.

Reply from Samantha Philpott, Head of Marketing and Communications at Haviland House

Stella thank you for your review I am very pleased to know that you find our care home excellent. Regards,


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Review from Ian V (Son of Resident) published on 13 June 2018
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

I find this a very badly run nursing home. This review relates to April 2018, but dad's care has not been up to the standards that one would expect for the whole time that he has been a resident. Simple basic care is almost none existent, and this is what we see, I wonder what we don't see? Dad's poor
care has caused a great deal of stress to my family. I can tell that dad hates being there. This is very sad and upsetting. Haviland House is supposed to be one of the best, I consider it as one of the worst, but I doubt if you would find a much better one. Certainly not value for money!
Some of the questions that are asked in this survey cannot be answered accurately. For instance, I rate standard of staff poor, but then some staff are excellent. I rate cleanliness as being poor, but I find that Haviland House is the only nursing home I have visited that doesn't smell of urine, which is excellent. Care and support can be very poor, but then it can be excellent.

Reply from Chris Walton-Turner, Care Home Manager at Haviland House

Thank you for your very honest feedback. I was sorry to read this review and disappointed that you feel that the home is run badly. We have spoken and met a number of times since your father joined us so I do understand your concerns and I know it was a very difficult decision for you and your family to have to place him in a care home. However, it is now very important that we work with you more closely to make sure that your father feels more relaxed and comfortable with us and I have written to you separately with some dates for us to meet formally to discuss your concerns.


We realise that Haviland House is not a care home for everyone. We have adopted the ‘Butterfly Approach’ at Haviland House, working very closely with external consultants. This means that our staff, the individuals living here and their relatives can spend the day together and we focus on people’s feelings as much as their personal care needs. We are no longer restricted by the usual routines of a care home and staff don’t wear uniforms - we are trying to create a homely environment for our family members with daily activity and engagement with the community including visits from local school children and various entertainers.


Value for money


With regards, the issue of value for money, the cost of care, dementia care, in particular, is very expensive and Haviland House is a not-for-profit care home. We also offer some subsided beds for those who cannot afford the full cost.


Basic care of our residents


Our records demonstrate that our care staff support residents with personal care 4 to 5 times over a 24 hour period.


Standard of care staff
You acknowledge there are very good staff which I am pleased to hear, and whenever individuals have been singled out for criticism or praise, this has been fed back to that person and action taken when required. If you can let us know those members of staff that you consider to be poor I would appreciate it so that I investigate properly.


Cleanliness


I disagree with your point that the cleanliness of Haviland House is poor. Environmental Health has visited and although there are some areas for improvement, they are satisfied with the levels of cleanliness within the home. If you could be more specific though about what areas of the home you believe have such poor standards that would be appreciated.


Once again I am very sorry that you feel this way about Haviland House, as we always strive to provide outstanding customer service making this feel like a home from home. It is clear though that you are not happy with the level of care being provided to your father and we will do all we can, working with you, to ensure that we can resolve the situation quickly.


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Review from Sue M (Daughter-in-law of Resident) published on 3 January 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Haviland House is a brilliant service. The staff really value my mother-in-law and do their best every day to ensure that her life is still enjoyable.
The care they provide is exceptional. The home really takes seriously the need to understand people's individual experience of dementia and to meet
their own personal needs within the journey.

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Review from Andrea (Resident) published on 28 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

I find it hard to understand the rate at which the staff are constantly leaving and new ones coming in. Not only care staff but RNs and domestic. I’ve never known a Nursing Home with the turn over so high, it’s unsettling for relatives so must be worse for the residents.
There never seems to be an
RN on the floor when I’ve visited, the only time you get to talk to one is if you’ve made an appointment, this is not really satisfactory.

Reply from Samantha Philpott, Head of Communications and Marketing at Haviland House

Thank you for your comments which we take very seriously. We have recently adopted the ‘Butterfly Approach’ at Haviland House which is aimed at making the environment less clinical and more like a home. Taking on this approach means we have changed some of the ways we work so there are no strict routines; staff and individuals living here spend the day together and we focus on people’s feelings as much as their personal care needs. We have also removed staff uniforms and created five households which care for a particular stage of dementia. Having talked to other care homes who have also adopted the 'Butterfly Approach' we knew there would be a high turnover of staff, typically up to 85%, at Haviland, it is around 60%. Dementia care is quite different to traditional residential and nursing care but since moving to a household model we have strived to ensure consistency of staff, but attracting people has always proved difficult. We are always looking at improving our recruitment processes to ensure we get the right people.


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Review from Sandor N (Son of Resident) published on 28 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

Constantly losing staff so having to re-hire and when you can't find permanent staff you have lots of temps so they don't get to know residents and understand their needs. Minimal activities and not structured on daily basis..considering my father pays nearly £1400 per week all he seems to get for that
is 3 meals per day and a room...nearly everytime I visit him he's asleep on the sofa and not doing anything. From what I've seen there is no specialist dementia care at this home... The majority of temps you hire are not specialist dementia trained. Since my father has been at this home he has deteriorated rapidly and I believe a big part of this is due to lack of exercise, going out, doing activities on a daily basis i.e. not just once or twice a week.

Reply from Samantha Philpott, Head of Communications and Marketing at Haviland House

Thank you for raising your concerns about your father’s wellbeing which we take extremely seriously. At a recent Relatives’ Meeting, we talked about the high turnover that Haviland has experienced this year. We knew from talking to other care homes that have adopted the ‘Butterfly Approach’ with Dementia Care Matters, that this would result in a high turnover rate of anywhere up to 80-85%. At Haviland, it is closer to 60%. Since moving to the household model we have strived to ensure consistency. Dementia care is quite different to traditional residential and nursing care and finding the right people has always proved difficult, but we have recently changed our recruitment methods and we will be monitoring turnover going forward. We encourage our staff to involve individuals in aspects of normal household tasks and activities such as laying the table for meals, sorting cutlery etc. as well as more planned events like watching films and quizzes and other events set up by our Health and Wellbeing Coordinator. We understand the concerns about your father being asleep on the sofa and this will be investigated further. We have commenced training for staff which focuses on providing person-centred dementia care – which is all about getting to know individuals and finding ways of connecting with people on an emotional level. The initial training has been on two households and will be rolled out to all staff in 2018. Staff also attend Guild Care’s Certificate in Principles of Dementia Care through Northbrook College. We hope that we can engage with you in person very soon to discuss all your concerns in more detail.


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Review from Amanda B (Daughter of Resident) published on 14 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Haviland House has given my Mother a new lease of life by the staff interacting with her so much, which I am extremely grateful for. They have understood her needs and have been very understanding.

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Review from Maureen W (Daughter-in-law of Resident) published on 14 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Very happy that my mum is so well looked after and I am confident all her care needs are met. I find it difficult to find staff sometimes and I can’t get used to no names or uniforms. However, everyone seems very relaxed in a less formal atmosphere when she was on Elmer.

Reply from Samantha Philpott, Head of Communications and Marketing at Haviland House

We are pleased that you are happy with the care your mum is getting at Haviland House. I know the transition to our carers not wearing uniforms or name badges has been a difficult one for some relatives and staff too, however the ‘Butterfly Approach’ we have adopted is aimed at making the environment less clinical and more like a home, so we do believe that this is in the best interest of our family members. However, we do though take on board your comments and hope in time you will get more used to this way of living at Haviland House.


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Review from Denise P (Daughter of Resident) published on 12 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Happy with overall care, very friendly staff, nice to be spoken to when entering the reception area.

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Review from Tracey S (Daughter of Resident) published on 12 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are extremely happy with all aspects of the care that my mum receives at Haviland House. The staff are always caring and respectful and very supportive to us as a family.

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Review from Jean R (Sister of Resident) published on 5 September 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

It's an excellent home. My sister gets wonderful care. The carers are excellent and it's a loving and safe environment. It is scrupulously clean and freshly painted and maintained very well. They do everything they can for the residents.

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Review from Cyril S (Husband of Resident) published on 21 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

A wonderful home. Very caring and well run.
My wife has been a resident since it opened in January 2015.
She has advanced dementia but is so safe and looked after by all.
I visit every other day and have lunch with her.
5-star care home, in my opinion.

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Review from David G (Son of Resident) published on 10 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

A purpose built home incorporating all the latest ideas in caring for dementia patients. Home separated into several small units (suites) each with own staff/nurse station, dining room, lounges and bathrooms. Well staffed with lovely caring and helpful staff. Ethos of the home is clear that residents
are 'guests' just like in a hotel. Visitors are always welcomed with tea or coffee.


A lovely, lovely place.


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Review from Margaret P (Daughter of Resident) published on 16 June 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our dad was placed with Haviland House at its opening. As a family we had struggled with dad's condition over several years with the months before he went to live at Haviland House. Having our dad in this wonderful environment lifted the entire stress of caring from us as we had reached a point where
we could cope no further.
To anyone thinking of entrusting Haviland House to the care of their relative or friend please do not hesitate. Dad received the very best of care in this amazing environment. He spent the last 15 months of his life being cared for by staff who were dedicated and skilled.
If there were any queries to raise they were dealt with immediately.
When dad passed away we felt not only his loss, but the loss of an the extended care we had received as a family at Haviland House. Our heartfelt thanks to everyone who made dad's final days pleasant.

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Current Review Score: 9.6 (9.629)

Overview of Review Score

The Review Score of 9.6 (9.629) out of 10 for Haviland House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 22 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 21 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.629 for Haviland House is calculated as follows: ( (202 Excellents x 5) + (37 Goods x 4) + (5 Satisfactorys x 3) + (12 Very Poors x 1) ) ÷ 256 Ratings = 4.629

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Haviland House is based on 21 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 67 registered maximum number of service users is 13.4, which has been reached with 21 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 13 Jan 2022

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Requires improvement

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (2)

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Meet the Team (4)

Avallon

Avallon McCormack

Job Title: Care Home Manager

Joined: 2022

I joined Haviland House as Care Home Manager on November 22. I started my career in Health and Social care in 2012 as an administrator at a nursing home in Brighton. I quickly progressed to Deputy Manager and then to Care Home Manager before moving on to be Registered Manager at an 80-bed Residential and Dementia Home.


I cannot envisage another career with more varied days, challenges and rewards than this role brings and the chance to make a positive change in people’s lives is a real motivator. I really enjoy being a manager with the ability to influence positive change, support a team and drive the highest standards of person-centred care.


The whole team at Haviland House show passion and dedication to providing a high level of care for people living with Dementia. We ensure our residents are fulfilled, engaged, well cared for and happy. Getting to know the people we care for, seeing them happy and empowering them to live their lives is one of the greatest rewards.


Kirsty

Kirsty Baron

Job Title: Wellbeing and Activities Coordinator

My journey at Haviland House began in 2022 when I joined as a Dementia Support Worker. In August 2023, I had the privilege of taking on the role of Wellbeing and Activities Coordinator, which has been incredibly rewarding.


My primary responsibility as the Wellbeing and Activities Coordinator is to deliver a diverse range of activities aimed at stimulating the mental and physical well-being of our residents. One of the most important aspects of my role is ensuring that these activities are accessible and enjoyable for individuals at all stages of dementia and with varying abilities.


I genuinely love what I do. Being a part of our residents' daily well-being and creating a fun, positive atmosphere to care for them is at the heart of my role. It's incredibly fulfilling to contribute to their lives and make a meaningful impact on their overall quality of life.


My dedication to the residents at Haviland House drives me, and I am deeply committed to providing the best possible care and support to enhance their well-being.


Tammy

Tammy Strudwick

Job Title: Deputy Manager - Resources

Joined: 2018

I have worked at Haviland House for 5 years. I started as a night carer and worked my way up to my current role as Deputy Manager - Resources. I manage resourcing and recruitment to ensure that we have a safe staff-to-resident ratio at all times. I am the 'go-to' person for any questions about our home due to my long tenure at Haviland House. I love meeting new residents and talking to residents' families. Haviland House is like one big family for me.


Janet

Janet Troullos

Job Title: Haviland House and Bradbury Centre Administrator

Joined: 2023

I am responsible for ensuring our residents' personal records are up to date. I also assist with rotas and invoicing. Haviland House has a wonderful family atmosphere, and I love being part of the team.