Haven Care

Updated 21 March 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 1 inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 2 March 2023 and ended on 6 March 2023. We visited the location’s office on 2 March 2023.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We also reviewed the information we already held about the service. This included their previous inspection reports and notifications. A notification is information about important events, which the provider is required to tell us about by law. We used all of this information to plan our inspection.

During the inspection.

During the inspection, we spoke with the registered manager, a quality manager and a managing director. We reviewed documents and records that related to people’s care and the management of the service.

We reviewed 5 staff files, which included pre-employment checks and 5 people's files which included care plans and risk assessments. We looked at other documents such as quality assurance and training records.

Following our site visit, we also spoke over the telephone with 2 people who used the service, 8 relatives and 3 staff.

Updated 21 March 2023

Haven Care is a domiciliary care agency based in the London Borough of Redbridge. The service provides personal care to people in their own homes. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

At the time of our inspection, the service provided personal care to 124 people in their own homes.

People’s experience of using this service and what we found

People experienced good care. The registered manager had put systems in place to ensure people received care and support on time. People told us they felt safe because they had risk assessments, which staff had knowledge of and were able to manage. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. The service had enough staff, which meant that people were confident with how their care and support was provided to them. Robust staff recruitment and training and support at the service enabled people to receive care that met their needs.

Staff managed medicines well and this helped people receive their medicines as prescribed by their doctors or health professionals. Staff had access to and knowledge of using personal protective equipment. This helped reduce the risk of cross contamination of infections.

The service had a good management system and people, relatives and staff were confident they were listened to and supported by the registered manager. Feedback from people, relatives and staff was sought and used to drive improvement. The registered manager used various audits as part of their quality assurance system and worked with other organisations. The registered manager promoted equality and diversity through the assessments of people’s needs and provision of care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was Good (published 28 March 2019).

Why we inspected

This inspection was prompted by a review of the information we held about this service. As a result, we undertook a focused inspection to review the key questions of Safe and Well-led only.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has remained Good.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Haven Care on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.