The inspection was carried out on 8 and 9 May 2017. The service was given two working days’ notice because the location provides a domiciliary care service and we wanted to make sure someone would be available to speak with us. Telephone calls were carried out on 11 and 12 May 2017 to obtain feedback from people using the service. This was the first inspection of the service since it registered with the Care Quality Commission.

Haven Care – Hounslow Branch provides personal care to people in their own homes. They also offer a range of other services including cleaning, shopping, outreach services and companionship. At the time of inspection there were 120 people using the service, the majority of whom were funded by Hounslow local authority or CCG.

The service is required to have a registered manager. 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. The registered manager had been in post since the service registered with the Care Quality Commission.

People said their care workers made them feel safe. Staff understood what constituted abuse and were clear they would report any concerns. Procedures were in place to safeguard people against the risk of abuse.

Staff recruitment procedures were in place and were being followed. Staff were available to meet the needs of people using the service and systems were in place to ensure people received their care in a timely way.

Risks were identified and assessed and action plans put in place to minimise them.

Staff received training in medicines administration and procedures for safe medicine management were being followed.

Infection control was being safely managed by the service.

Staff received training and supervision to provide them with the knowledge and skills to care for and support people effectively.

Staff were aware to report any concerns regarding people’s capacity to make decisions for themselves. They respected people’s rights to make choices about the care and support they received.

Staff supported people with preparing simple meals if they required it.

Staff knew to observe for changes in people’s health and systems were in place to alert healthcare professionals if people required their input.

Staff treated people with dignity and respect and were professional, friendly and kind. Staff took the time that was needed to meet people’s care and support needs.

The service respected people’s rights to choose and matched people with care workers taking into consideration their gender and also any religious and cultural needs.

Care records had been formulated with input from people so their wishes for their care and support were identified and included. Staff read the care records so they could provide the care and support people wanted and needed.

Procedures for raising complaints were in place and people were able to raise any concerns so they could be addressed.

People and staff all said they would recommend the service to others. People were happy with the service they received, were being listened to and had their needs met. Care workers felt very well supported by the management team and office staff and said communication was good.

Systems for monitoring the service were in place and being followed effectively. The provider worked continually to improve the service provision for people and for staff.