Haven Care - Hounslow Branch

Updated 14 December 2022

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 conducted by 3 inspectors. We were also supported by an Expert By Experience who made phone calls to some people using the service and their relatives. 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

Haven Care – Hounslow Branch is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

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 24 November 2022 and ended on 28 November 2022. We visited the location’s office on 28 November 2022.

What we did before the inspection

We looked at all the information we held about the provider, including their action plan following the last 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.

During the inspection

We spoke with 15 people using the service and the relatives of 12 other people. We received written feedback from 17 members of staff.

We looked at records used by the provider for managing the service. These included the care records for 8 people and records of staff recruitment, training and support for 7 members of staff. We analysed the provider's electronic call monitoring data, looked at audits, meeting minutes, records of complaints and the provider's own action plans and business development plans.

Updated 14 December 2022

About the service

Haven Care - Hounslow Branch in a domiciliary care agency providing care and support to people living in their own homes in West London. At the time of our inspection, they were providing care to adults only. The majority of people were older adults. Some people were receiving reablement support for a 6 week period. The service is designed to provide people with support to regain independence and skills.

At the time of the inspection, the location provided care to four adults with a learning disability. We assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group. Although the support they provided in this area was limited and the majority of support they provided was to access social and leisure activities and not with personal care.

Not everyone who used the service received personal care. 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, 151 people were receiving support with personal care.

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

The service was able to demonstrate how they were meeting the underpinning principles of right support, right care, right culture.

Right Support

People who were supported with medicines received safe and appropriate support with this. Risks to people's safety and wellbeing were assessed and planned for. These assessments included checking people's home environments to make sure they could be safely cared for. The provider created care plans which recorded people's individual needs and how these should be met. These were regularly reviewed and updated. People received the support they wanted and needed to prepare meals, access the community and at home. The provider supported people to have the maximum possible choice, control and independence be independent and they had control over their own lives.

Right Care

People were happy with the care and support they received. They had good relationships with the staff and felt involved in planning their own care. People told us their needs were met and choices were respected. They were supported to be independent when they wanted. The provider had procedures to help make sure staff were suitable when they recruited them. They supported staff to undertake a range of training and they regularly assessed their skills, knowledge and competencies.

Staff promoted equality and diversity in their support for people. They understood people’s cultural needs and provided culturally appropriate care. People received kind and compassionate care. Staff protected and respected people’s privacy and dignity. They understood and responded to their individual needs. Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it. The service had enough appropriately skilled staff to meet people’s needs and keep them safe. Staff assessed the risks people might face. Where appropriate, staff encouraged and enabled people to take positive risks.

Right culture

People received good quality care, support and treatment because trained staff could meet their needs and wishes. There were suitable policies and procedures for managing the service. The management team had a good knowledge of people they supported and staff. They carried out regular audits, checks and reviews of the service. People were able to give their feedback. This was listened to and acted on. There were suitable systems for dealing with complaints, accidents, incidents and safeguarding concerns. Lessons were learnt from these.

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 requires improvement (Published 9 March 2021).

The provider completed an action plan after the last inspection to show what they would do and by when to improve.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Follow up

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