CQC report explained · a residential care home
What the CQC found at High Haven
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured that the home was preventing and controlling infections. This included testing, PPE, cleaning, ventilation, social distancing, shielding and safe admissions.
- Effective?
- Good
- Does the care work? Training, consent, food and drink, working with GPs and nurses.
- Caring?
- Good
- Are people treated with kindness and dignity?
- Responsive?
- Good
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Good
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, February 2021
Inspected but not rated; inspectors were assured that the home had effective COVID-19 infection prevention and control measures.
This was an announced, targeted inspection on 4 February 2021. Inspectors looked at how the home was preventing and controlling coronavirus infections.
Inspectors were assured about visitors, testing, personal protective equipment, social distancing, shielding and safe admissions. They were also assured that the home had suitable cleaning, laundry, ventilation and infection control arrangements.
The home was not given an overall quality rating or a Safe rating at this inspection. This report only looked at infection prevention and control, rather than all aspects of care.
Safe visiting arrangements
The home had a visiting area, supported visitors to take lateral flow tests and provided PPE and hand washing facilities. It also helped people keep in touch by phone and tablet when visits were not possible.
“Visitors were supported to undertake lateral flow tests before entering the building and Personal Protective Equipment (PPE) and hand washing facilities were made available.” from the report
Staff testing and support
Staff had regular PCR testing. Staff who tested positive were supported to isolate, and staff risk assessments and shielding arrangements were in place.
“All staff undertake PCR tests in order to protect the people they care for.” from the report
Cleaning and ventilation
Inspectors found the premises clean and communal areas ventilated. Cleaning schedules had been updated and high-touch areas were cleaned frequently.
“The premises looked clean throughout and communal areas were ventilated.” from the report
Inspectors raised no specific concerns in this report.
- 01What infection prevention and control arrangements are in place now?
- 02How are visitors currently tested, and what PPE and hand washing facilities are available?
- 03How often are staff tested, and what happens if a staff member tests positive?
- 04How are new residents admitted safely and supported to isolate if needed?
- 05What is the latest overall CQC rating for the home, since this inspection was not rated?
This was a targeted inspection of infection prevention and control during the coronavirus pandemic; it did not rate the home's overall quality or the other care areas. This explanation was written from the published report of 24 February 2021 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, May 2019
High Haven was rated Good overall; inspectors found safe, kind and personalised care, but communication with some community professionals needed improvement.
This was an unannounced inspection on 24 April 2019. One inspector and an expert by experience spoke with people, relatives, staff and community health professionals. They also observed care and checked care, staffing, medicines and management records.
The home was caring, clean and safely staffed. Inspectors found that risks were assessed, medicines were managed safely, and people received help that matched their needs and preferences. Staff were described as kind, respectful and supportive of people's independence.
People had a wide choice of activities, including trips into the local community. Complaints were managed through the home's process. The service had systems for checking quality and learning from incidents.
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 September 2016.
Safe staffing
Inspectors found enough staff to meet people's needs promptly. Staff responded quickly to call bells and had time to provide care without rushing.
“There were enough staff on duty to enable people to remain safe and receive care in a timely way.” from the report
Kind and respectful care
Staff understood people's preferences and communication needs. They promoted dignity, emotional wellbeing and independence.
“We witnessed many positive interactions between staff and people they supported which were warm and friendly.” from the report
Personalised support
Care plans recorded people's choices, likes, dislikes and life histories. Staff could explain how they supported each person.
“People's records clearly identified their preferences.” from the report
Activities and community links
People could take part in varied activities, including exercise, gardening, entertainment, games and trips into the local community.
“There was a wide range of activities provided to people and these included exercise, musical entertainment, gardening, trips to local points of interest, card games or quizzes.” from the report
Quality monitoring
The management team used checks, meetings, surveys and incident reviews to monitor care and identify improvements.
“Information from audits, incidents and quality checks was used to drive continuous improvements to the service people received.” from the report
Communication with health professionals
needs fixingFeedback from community healthcare professionals was mixed. Inspectors were told about an occasion when important information about a person's changed needs was not passed on quickly enough.
“Some felt that communication between staff at the service when a person's needs had changed needed improvement and gave us a recent example when important information had not been handed over in a timely way.” from the report
- 01How do you make sure changes in my relative's health or needs are handed over promptly to community health professionals?
- 02What activities would be suitable for my relative, and how do you find out what they enjoy?
- 03How would you support my relative to remain independent while keeping risks under review?
- 04How are medicines, including medicines prescribed only when needed, checked and recorded?
- 05How would you involve our family if my relative could not make a particular care decision?
This was an unannounced, scheduled inspection covering all five CQC questions and the overall quality and safety of the home. This explanation was written from the published report of 29 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.
Every inspection of High Haven
2 rated inspections over 3 years: the service has held its Good rating throughout.
- February 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- May 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2014
Report published without a new overall rating.
- August 2013
Report published without a new overall rating.
- March 2013
Report published without a new overall rating.
- December 2011
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- April 2011
Registered with the Care Quality Commission on 25 April 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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13 live-in carers within about an hour of Norfolk
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £990 to £1,120 a week. 9 can care for a couple. 14 years' experience on average.
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.