Haverhill Community Care achieved an Outstanding overall rating at its August 2023 inspection, with particular excellence in caring and well-led domains driven by inspirational leadership and a deeply compassionate staff culture. No failures or regulatory breaches were identified; the service demonstrated robust governance, zero missed visits, and exceptional community engagement.
Strengths
· Exceptionally compassionate and person-centred care with staff consistently going above and beyond for people's wellbeing.
· No missed care visits in the last year; staffing levels well-managed including during school holidays.
· Medicines managed safely with regular competency checks for staff.
· Outstanding leadership inspiring a positive culture; provider recognised with national Great British Care Awards in 2021.
· Strong governance and quality assurance systems including audits, spot checks, telephone reviews and service user forums.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringOutstanding
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsOutstanding
well-led: How the provider understands and acts on the duty of candourOutstanding
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsOutstanding
well-led: Continuous learning and improving care; Working in partnership with othersOutstanding
Haverhill Community Care Ltd received a Good rating across all five key questions at its first CQC inspection in March 2018. The service demonstrated strong person-centred care, reliable and safe visit delivery, effective governance, and a compassionate culture led by an engaged registered manager.
Strengths
· People consistently felt safe, with regular, familiar staff and timely visits; one person noted staff 'have never missed a visit and they are always here within a few minutes of the stated time'
· Robust safeguarding training and clear reporting procedures in place; staff demonstrated good awareness of abuse recognition
· Safe and thorough medicines management with monthly MAR audits and competency-assessed staff
· Strong person-centred care culture with detailed, co-produced support plans reflecting individual preferences and involving families
· Effective MCA compliance with capacity assessments and best interest processes understood by all staff