Haven Care - Hounslow Branch achieved a Good rating across all five key questions at its December 2022 inspection, having remediated all four prior regulatory breaches (Regulations 12, 16, 17 and 18) identified at its previous Requires Improvement inspection in March 2021. The service demonstrated safe medicines management, effective governance and auditing, personalised care planning, and culturally competent staffing across its 151 personal care recipients.
Strengths
· Risks to people's safety and wellbeing were assessed, planned for and regularly reviewed, including home environment checks.
· Medicines were managed safely with monthly audits, staff training and competency observations.
· Sufficient staffing with electronic call monitoring to alert management to late visits; people supported by regular care workers.
· Staff received thorough induction, practical group training, online courses, regular supervision and unannounced spot checks.
· Care plans were personalised, regularly reviewed and accessible in multiple formats including different languages, braille and audio.
Quality-Statement breakdown (25)
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Staff support: induction, training, skills and experienceGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportGood
well-led: Continuous learning and improving careGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood