Fresh Haven Healthcare Ltd

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.