Background to this inspection
Updated
18 November 2021
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and one expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
Fresh Haven Care is a domiciliary care agency. People receive a personal care service in their own home.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
The inspection site visit was announced and we visited on 8 October 2021. We gave short notice of the inspection because we wanted to be sure a senior member of staff was available to support the inspection.
What we did before the inspection
We reviewed information we had received about the service. This included details about incidents the provider must notify us about, such as serious incidents. The provider was asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with five people who used the service and six relatives about their experience of the care provided. We spoke with six members of staff including the provider, registered manager, care-coordinator and care workers. We have included their views and feedback in the main body of the report.
We reviewed a range of records. These included five people's care and medication records, five staff recruitment files and training and supervision records. We reviewed records relating to the management of the service. We reviewed how the provider and the registered manager completed their quality assurance checks
After the inspection
We received feedback from one health professional to obtain their views about the service.
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with one professional who had worked with the service recently.
Updated
18 November 2021
About the service
Fresh Haven Healthcare Limited is a domiciliary care service. It provides personal care to adults with a range of support needs who are living in their own homes. Not everyone who uses the service receives the regulated activity of personal care. 30 people were receiving support with their personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where people do receive personal care we also consider any wider social care provided.
People’s experience of using this service and what we found
People were happy with the care they received and they told us they felt safe when receiving care from the service. People’s care visits took place at consistent times, to suit their preferences. There were systems in place to ensure people’s medicines were managed safely and people were protected from the risk of infection. Staff knew how to safeguard people from the risk of abuse and other identified risks to people were assessed and mitigated.
Before people started using the service, their needs and preferences were assessed, to ensure the service could provide the level of care each person wanted. 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. People were supported by staff who received training to ensure they had the right knowledge and skills to support people effectively.
People were treated well by staff who were kind and caring. The service had measures in place to support people to feel comfortable with staff. New staff were introduced to people before they started delivering care to them, so they could get to know each other first. Feedback was regularly obtained from people using the service about individual staff, to ensure they were compatible with each other.
People received personalised care that was responsive to their needs. People told us the service was flexible and their preferences were adhered to. People said they felt able to raise any issues or concerns should anything arise. The provider had a suitable system in place to manage and act on any complaints.
The service had an open culture. Staff at all levels displayed a desire to provide good quality, person-centred care to people. The registered manager regularly sought feedback from people to ensure the service was tailored to their needs and preferences. There were systems in place to monitor the quality and the safety of the service provided. However, some of these systems needed to be more structured, embedded and sustained to ensure they remained effective. Audits needed to be regular and recorded to enable continuity , provide oversight on any short falls picked up by the audit.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with CQC on 28 July 2020 and this was the service’s first inspection.
Why we inspected
This was a planned inspection.
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.