Archived: The Haven Care Home

The Haven Care Home is a residential care home which provides accommodation and personal care in one adapted building, for up to 29 older people whose needs are associated with physical disabilities and those who live with dementia. At the time of the inspection 28 people were living at the service.

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

People were protected against abuse and discrimination and their rights were upheld.

Staff received training and were supported to ensure they had the confidence, skills, and knowledge they needed to perform their roles effectively.

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.

Staff treated people with kindness and their dignity and privacy was respected.

People and their relatives were involved in reviewing their care and making any necessary changes.

A process was in place which ensured complaints could be raised. Concerns were acted upon and lessons were learned through positive communication.

Positive feedback was received from the people, relatives and staff regarding the way the service was being led. The registered manager had developed a culture and approach based on the continuous development of the services being provided. Actions were taken, and improvements needed were made quickly when required.

Rating at last inspection:

The service was last inspected on 7 & 8 January 2016 (report published 22 February 2016) and was rated as good overall.

Why we inspected:

This was a planned inspection based on the rating at the last inspection. Following this inspection, the service remained rated good overall.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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

We found systems had been put in place to record and share information about people's finances in a clear and open way.

Systems had been put in place to monitor the quality of service provided by the home, and to highlight areas where changes or improvements to the service may be required.

People had not been given accurate information about the fees they would have to pay. Records did not clearly show that people had been correctly charged for the facilities and services they had received.

People said they received all of the health and personal care they needed. Records confirmed that assistance had been provided in a safe, reliable and responsive way.

There were reliable systems for managing medication so that people safely received all of the medicines they needed.

Records showed that security checks had been completed on staff to help ensure that only suitable and trustworthy people were employed in the service.

Although quality checks had been completed some of them had not been sufficiently robust. This had resulted in people being at increased risk of being accommodated in a safe environment.

People told us they were happy living in the home. They made comments such as, 'I choose what I want to do', 'Get a long nicely here, they [staff] do a great job' and 'Staff keep me safer here than I am at home.'

People said they knew what to do if they were unhappy with anything or needed to make a complaint. One person said, 'I know what to do if I have a grumble, staff usually help me to sort it out.'

We saw people received individualised care and support, from staff that were knowledgeable about their needs, wishes and preferences.

A visiting professional said, 'The care and treatment for the residents is impeccable.' Another visitor told us, 'xxx is safe here.'