Haverhill Community Care is ‘outstanding' and an ‘example to others’ say the Care Quality Commission
A care provider in Haverhill has received glowing praise from the Care Quality Commission (CQC) and been held up as an example to all in the sector.
The independent regulator has adjudged Haverhill Community Care to be outstanding, following an inspection in August.
The company provides care to 105 people in their own homes.
CQC rated how caring and well-led the service was as outstanding. How safe, effective and responsive care was rated as good.
Hazel Roberts, CQC deputy director of operations in east of England, said: “We are extremely pleased to find such a well-led service at Haverhill Community Care.
“We found exceptional leadership, which we found reflected in all the areas we looked at.
“The outstanding leadership that we found, translated into outstanding experiences for the people who were using this service.
“People told us Haverhill Community Care had an inclusive culture, where their individual needs were considered in their care plans.
“They also told us the clear communication they had from the service was good for their well-being.
“We also saw staff who were very caring, going above and beyond to make sure people were not just receiving good care, but making genuine connections with the people using the service.
“One person told us that staff bought them flowers on their birthday.
“Relatives of people using the service also had very positive things to say.
“They told us they felt Haverhill Community Care has their loved one’s best interests at heart, and promoted their dignity and privacy.
“The outstanding leadership that we saw, meant staff were supported by good policies and processes to provide not just safe, effective and responsive care, but compassionate care.
“For example, staff were given training to ensure people were supported to have the maximum choice and control of their lives.
“All the staff at Haverhill Community Care should be very proud of this report. We would encourage other providers to read this report and see what they can learn.”
Nathalie Gilder, director and registered manager of Haverhill Community Care, said: “We are extremely proud of our Outstanding CQC rating, which serves as a testament to the hard work, commitment, and passion our team puts into caring for individuals every single day.
“Their dedication has been rightly recognized, and we are grateful for their continued efforts in providing exceptional care.
“This achievement showcases our unwavering commitment to delivering high-quality services, and we will strive to maintain this level of excellence in the future.”
CQC inspectors also found:
The service is safe as people in the home care genuinely receive the care they need, no matter the circumstance. Relatives reflected this in the feedback they gave to inspectors, saying their loved ones never felt rushed through their care calls and staff stayed even if the call ran over.
The service was effective because staff had the right skills and qualifications.
Care was very centred on people’s individual needs. Staff were able to balance people’s nutritional and dietary requirements while also considering their likes and dislikes.
People using the service told CQC that staff often went above and beyond their job roles to make sure they felt safe, and well cared for. Including marking special occasions, having conversations with people about their interests, and making sure people were listened to.
The registered manager and staff worked hard to ensure that people received their care visits as planned and at the time of the inspection there had been no reported missed care visits in the last year.
Haverhill Community Care are responsive as they provide an engaging and inclusive environment for people and their families. This includes fully involving them in planning their care needs.
Staff personalised people’s care, and while safety was paramount, and risk assessments were well considered, they encouraged positive risk taking to support people to live meaningful lives, identifying additional resources.
The service made referrals to external professionals where needed, and advice was incorporated into people's care plans.
The report is due to published on the CQC’s today