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Haven Care - Hounslow Branch Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 15 January 2020

About the service

Haven Care – Hounslow Branch is a domiciliary care service providing personal care and support for people in their own homes. The majority of people receiving support had their care funded by the local authority. They also provided short term care and support, alongside the treatment provided by the health authority, to people moving back home after an accident, hospital admission or operation. This type of support is known as reablement and is designed to help people to regain skills and confidence so that they can return to the lifestyle they had previously. At the time of the inspection the service provided support for approximately 120 people. 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.

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

Medicines were not always managed in a safe way to ensure they were administered appropriately and as prescribed.

When a specific issue had been identified during an assessment of a person’s care needs a risk management plan had not always been developed to provide care workers with adequate information to enable them to reduce the risks.

The provider did not record and investigate when an incident and accident occurred involving a person receiving support.

There was a procedure in place to investigate concerns regarding the care provided but this was not always followed to ensure actions were taken to reduce the risk of reoccurrence.

People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

The provider could not demonstrate that care workers had completed aspects of the training courses which enabled them to meet people’s specific care needs in a safe manner.

Care plans relating to people using the service did not always provide accurate information relating to the care and support they needed. Therefore, care workers did not have all the information they needed to care for people.

Complaints were not always recorded, nor was action identified or taken to respond to the issues raised.

The provider had a range of audits in place, but the audit in relation to care plans did not provide appropriate information to identify where actions for improvement were required.

The provider had processes for recruitment, but this was not robust enough to ensure care workers had the appropriate skills to provide care in a safe manner.

People told us they felt safe when receiving care. An assessment of a person’s care and support needs was completed before they started to receive care from the service.

People felt the care workers were caring and kind and treated them with respect and dignity. The cultural and religious preferences and needs were identified in people’s care plan.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 15 June 2017).

Why we inspected

This was a planned inspection based on the previous rating. We have found evidence that the provider needs to make improvements. Please see the safe, effective, caring, responsive and well led. You can see what action we have asked the provider to take at the end of this full report.


We have identified breaches in relation to person centred care, the need to consent, safe care and treatment, safeguarding service users from abuse and improper, good governance, staffing and fit and proper persons employed at this inspection at this inspection.

Please see the action we have told the provider to take at the end of this report. Full information about CQC’s regulatory response to the more serious co

Inspection areas


Requires improvement

Updated 15 January 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 15 January 2020

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 15 January 2020

The service was not always caring.

Details are in our caring findings below.


Requires improvement

Updated 15 January 2020

The service was not always responsive.

Details are in our responsive findings below.



Updated 15 January 2020

The service was not well-led.

Details are in our well-Led findings below.