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Haven Care Home Requires improvement

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 8 October 2019

About the service

Haven Care Home provides nursing and personal care for up to 40 older people living with a range of health care needs. This included people who live with diabetes, a stroke and physical disability. Some people had memory loss or frailty associated with the age. Most people required support from two members of staff for personal care and mobility. There were 22 people living in the Haven Care Home at the time of the inspection.

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

The quality assurance and monitoring system was not effective. It had not identified the concerns we found at this inspection, and there was no evidence that management had responded to the improvements needed that had been found by HC-One, using their own internal inspection process.

There were not enough permanent staff, care staff and nurses, working in the home. This meant there was a reliance on agency staff, which had a negative effect on the support and care provided. The manager was from another of the provider’s homes and was managing on a temporary basis. Care plans had not been updated and reviewed when people’s needs changed; risk had not been identified and person-centred care was not consistently provided. Medicines were not well managed and safeguarding referrals had not been made in line with current guidance. Staff training was provided but had not included training to support people who had specific health care needs, such as mental health needs.

People were not consistently supported to have maximum choice and control of their lives. Where people had disabilities, such as poor eyesight, staff had not taken this into account when they developed their care plans. Staff had not consistently supported people in the least restrictive way possible and in their best interests; the policies and systems in the service had not ensured good practice.

Staff were kind and caring and enjoyed working at the home. A range of activities were provided, and people were positive about these and joined in if they wanted to. The home was clean and tidy, and people were protected from the risk of infection.

People, relatives and staff were positive about the current manager and felt they provided good support at a difficult time. This was due mainly to the changes in management at the home since the last inspection; which meant there was no consistent day to day management of the care and support provided.

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 Requires Improvement (Published 7 August 2018) and there were two breaches of regulation. The provider completed an action plan to show what they would do and by when to improve. At this inspection enough improvement had not been made and the provider was still in breach of two regulations and we identified two further breaches of regulation.

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to the legal requirements related to safe care and treatment; safeguarding people from inappropriate care and treatment; person-centred care and good governance at this inspection.

You can see what action we have asked the provider to take at the end of this full report.

Follow up

We will continue to monitor information 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.

Inspection areas


Requires improvement

Updated 8 October 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 8 October 2019

The service was not always effective.

Details are in our effective findings below.



Updated 8 October 2019

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 8 October 2019

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 8 October 2019

The service was not always well-led.

Details are in our well-Led findings below.