Haven Care- Streatham Also known as Haven Care

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs

People’s care plans were detailed and focused on things and people who were important them and reflected how they wish to be supported. For example, if people required support with community activities A family member told us, “They talk to her, ask her if she needs help, allow her to feel that she is in control. They make sure she is dressed smartly and appropriately when they take her out for a walk. They allow her to walk around the local shops, to be part of the community”.

People were given opportunities to feedback about the support they received and make suggestions.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff understood people’s care needs and worked well with their families, health and social care professionals such as GPs, social workers, pharmacists to ensure people needs were consistently met. People understand the care they were receiving and were they aware of changes or events that were happening with the service.

An external agency shared, “Based on our feedback and observations, and with the low number of concerns we had about Haven Care, we believe Haven care is responsive and flexible. Where adjustments are requested, they work hard to accommodate people’s preferences within the scope of the commissioned services – for example in the flexible timing of visits, ensuring continuity with preferred care workers, or meeting specific cultural or language needs.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The information provided in a range of formats and languages to meet people’s individual communication needs as required .The provider has an Accessible Information Standard policy in place People were supported to get support to communicate appropriately for example, interpreters and easy to read literature.

People and their relatives were aware of how to raise complaints and felt confident any concerns or complaints would be taken seriously and treated fairly. They told us they felt listened to and were involved in making decisions about the care and support they received.

People and their families had opportunities to provide feedback and ideas or raise complaints about their care and support. We saw a sample of surveys from the provider which showed people were satisfied with the care received. A family member had completed 2 feedback questionnaires and stated that they were grateful for the service which had been a great help.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. People who require support with eating and drinking are provided for and cultural preferences

The service ensured people could access the care, support and treatment they required when they needed it. People told us the provider checked in with them and reviewed their needs on a regular basis, and if further support was needed, they would help them to access the necessary care. The provider responded to any change in people’s needs appropriately.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care,support and treatment in response to this. A family member told us, "I trust them. They always ask me if there is anything else they can do for me”.

People received support that reflected their wishes and preferences which led to good outcomes from their care and support. The staff said a person’s personal references including cultural, and religious were identified at the initial referral stages, and they also identified staff from similar cultural background to support communication and understanding their needs.

This information was included in the care plan and guidance was provided for staff who recorded in the records for each visit how they supported the person.

People’s diverse needs were respected. The provider had procedures regarding equality and diversity. Staff had training to understand about this.

A staff member told us, “I had training on equality and diversity and support people from different cultures and backgrounds. I will always treat everyone equally and with respect.”

People who required support with meals, eating and drinking their cultural preferences were considered.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

At the time of the inspection, no one using the service was receiving end of life care. However, processes were in place to support people to develop end of life plans which considered information on funeral wishes including any religious and cultural needs.