The Haven Also known as Home Matters Supporting People Ltd

Updated 4 July 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.’

The inspection was prompted following concerns raised with us about the care received by people using the service; however we found that there had been no concerns in relation to people who received a regulated activity, such as personal care.

This inspection took place on 23 May 2018 and was announced. We gave the provider 48 hours’ notice in order to arrange for staff to be available to speak with us. The inspection team consisted of one inspector and an expert by experience. An expert by experience is a person who has experience of using or caring for someone who uses this type of care service. The expert by experience made telephone calls to people for their views on 22 May 2018.

We reviewed information we held about the service. This included information received from the provider about deaths, accidents/incidents and safeguarding alerts which they are required to send us by law. We also contacted the local authority who commission services to gather their feedback. We asked the provider to complete a Provider Information Return and received it as requested. This is information we require providers to send us at least once annually 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.

We spoke with three people who used the service and one relative. We also spoke with two members of staff and one of the providers.

We looked at the care records for three people and their medicine records. We checked records held in relation to staff recruitment and training, accidents, incidents, complaints and systems in place to monitor the quality of the service.

Updated 4 July 2018

The Haven is a domiciliary care agency. It provides personal care to three people, one person living in their own home, one person who has a tenancy agreement with an external organisation and one person living within a property owned by the provider.

The inspection took place on 23 May 2018 and was announced. This was the first inspection.

There was a registered manager in post; however they were unavailable at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe when cared for by staff who came into their homes. Staff were aware of any potential risks and how to mitigate them to keep people safe. There were enough staff to keep people safe and staff knew people’s needs. People received medicines as required and environmental risk assessments were carried out.

People benefited from having their specific needs met by staff who were supported and trained to ensure they had the skills to assist people effectively. People were asked their consent before staff supported them. People’s nutritional needs were maintained and people received drinks. Staff ensured that people’s on-going health needs were met and people attended medical appointments.

People felt that staff were caring and that they provided support that maintained their privacy and dignity. People were supported to have choice and independence. Staff advocated for people where this was needed.

Detailed care plans were in place and reviewed as required. People’s history, needs and likes and dislikes were recorded and staff were aware of them. There was a complaints policy that people were aware of and people felt that they would be listened to.

People knew the registered manager and felt satisfied with the service. Staff felt well supported and enjoyed their jobs. Audits were carried out and feedback was taken on the service, with actions carried out where required in response.