CQC report explained · a residential care home
What the CQC found at Haven Lodge
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People said they felt safe. Inspectors found suitable safeguarding, risk assessment, staffing, medicines, infection control and accident-reporting systems.
- Effective?
- Good
- Staff were trained and understood people's health needs. People received suitable food, healthcare support and care based on their choices and legal rights.
- Caring?
- Good
- People were treated with kindness, dignity and respect. Staff involved people in decisions and supported independence.
- Responsive?
- Good
- Care was personalised and flexible. People could follow their interests, receive accessible information and have complaints investigated.
- Well-led?
- Good
- The service was organised and had quality checks, staff meetings and resident meetings. The manager was described as supportive and approachable.
What inspectors found, May 2019
Haven Lodge was rated Good in all five areas; inspectors found safe, kind and personalised care, with only minor gaps in recent feedback surveys.
This was an unannounced inspection on 17 April 2019. One inspector spoke with four people living there, one relative and three staff. They observed care and checked care plans, medicines records, recruitment, training and quality checks.
People said they were happy and felt safe. Inspectors found enough staff, safe medicines systems, suitable risk assessments and good infection control. Staff were trained and worked with health professionals to support people's needs.
Inspectors found people were treated kindly, involved in decisions and supported to make choices. Care was tailored to people's preferences, complaints were handled, and people could take part in activities and access the local community.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. This was the same overall rating as the previous inspection, published in November 2016.
People felt safe
People and relatives told inspectors they felt safe. Staff understood how to report safeguarding concerns.
“People using the service said they felt safe at Haven Lodge and relatives told us they felt their family members were safe.” from the report
Kind and respectful care
Staff knew people well and used this knowledge to reassure them. Inspectors observed friendly, caring interactions and respect for privacy and dignity.
“We observed friendly and caring exchanges between staff and people using the service.” from the report
Personalised support
Staff understood people's preferences and interests. Care was adjusted to people's wishes, including regular stays with family.
“Staff had a good understanding of people's needs, preferences and interests and used this to tailor the care they provided.” from the report
Safe medicines management
People received medicines as prescribed. Records, audits and storage arrangements were checked and found to be consistent with the provider's policy.
“Checks showed that staff followed the provider's medicines policy and records were consistently completed.” from the report
Good leadership checks
The manager had oversight of the service and used audits to identify and address improvements. Staff said they could raise concerns and get support.
“A range of quality audits were completed to assess the quality of care provided.” from the report
Recent feedback was not yet available
minorThe manager had only recently started, and feedback surveys for the current year were not yet available. Ask how the home now collects and acts on residents' and families' views.
“The registered manager had only recently come into post and recent feedback surveys were not available for the current year” from the report
- 01How do you currently collect and act on feedback from residents, relatives, staff and visiting professionals?
- 02How would staffing levels be increased if my relative needed more support or needed extra help at busy times?
- 03How will you make sure my relative's care plan continues to reflect their preferences, interests and changing needs?
- 04What activities and opportunities outside the home would be suitable for my relative?
- 05How do you check that medicines, care plans and infection control remain safe and effective?
This was an unannounced inspection of the overall service, including the premises and care provided, and it considered all five CQC questions. This explanation was written from the published report of 21 May 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, November 2016
Haven Lodge was rated Good; inspectors found safe, kind and personalised care, with a few records and management documents not available during the visit.
The inspection was unannounced and took place on 19 September 2016. One inspector spoke with three people living in the home, staff, the manager and one relative by phone. The inspector also checked care records, medicine records, staff files, complaints information and quality checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough suitably recruited staff, safe medicine systems, appropriate support with health needs, and staff who understood safeguarding and mental capacity requirements.
People were treated with kindness and respect. Their care plans recorded their choices and preferences, and people were supported to stay in contact with family and friends, make lifestyle choices and use the community.
Inspectors found an open management culture and regular checks on care quality. However, the training matrix and minutes from residents' meetings were not available on the day, and one Deprivation of Liberty Safeguards application was still being made.
Safe staffing
The home had enough staff with the skills and knowledge needed to support people safely, including when people needed individual support in the community or at medical appointments.
“Staffing rotas showed the home had sufficient skilled staff to meet people's needs, as did our observations.” from the report
Kind and respectful care
Staff knew people well and treated them with warmth, dignity and respect. People were able to approach staff easily and make choices about their daily lives.
“Staff treated people with kindness and warmth, One person told us, "The staff are lovely, they treat me well.” from the report
Personalised support
Care plans described people's needs, preferences, likes and dislikes in detail. People were supported to follow their interests, spend time as they chose and access the community.
“Each person had a care plan which was personalised and reflected, in comprehensive detail, their personal choices and preferences regarding how they wished to live their daily lives.” from the report
Good oversight
The manager used regular audits, incident reviews, health and safety checks and surveys to monitor the service and identify improvements.
“There were effective systems in place to monitor and check the quality and safety of the service.” from the report
Training records were not available
needs fixingThe trainee manager could not access the training matrix during the inspection. The report does not say that staff lacked training, but this made it harder for inspectors to check the records.
“The trainee manager did not have access to the training matrix on the day of inspection.” from the report
Residents' meeting records were missing
minorPeople said regular meetings took place, but the minutes could not be checked because they were on a computer that was not accessible during the visit.
“However, there were no minutes of the meetings available on the day of the inspection as these were on computer that the trainee manager did not have access to.” from the report
Safeguards application still in progress
needs fixingThe manager was still making a Deprivation of Liberty Safeguards application for one person. Families should ask what happened next and whether the application was completed.
“The manager was in the process of making a Deprivation of Liberty Safeguard (DoLS) application for one person living at the home.” from the report
- 01Can you show us how staff training and competency records are kept and checked now?
- 02Are residents' meetings still held, and how are their views and actions recorded?
- 03What was the outcome of the Deprivation of Liberty Safeguards application mentioned in the report?
- 04How often are medicines, care plans, accidents and incidents audited, and can families see how improvements are followed up?
- 05How will you involve our relative and our family in care plan reviews and decisions about daily life?
This was an unannounced inspection of the overall service and all five CQC questions, including care records, medicines, staffing, complaints and quality monitoring. This explanation was written from the published report of 4 November 2016 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Haven Lodge
2 rated inspections over 3 years: the service has held its Good rating throughout.
- May 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- November 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2014
Report published without a new overall rating.
- September 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- October 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 26 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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