The inspection of Oakhaven Care Limited took place on 25 January 2017 and was announced. We gave the provider 48 hours' notice because this was a domiciliary care serviced and there were times when the registered manager was out of the office supporting staff or visiting people who used the service. We needed to be sure that someone would be in the office. The inspection involved a visit to the agency's office and telephone conversations with seven people who used the service.Oakhaven Care Limited is based in Lymington, Hampshire. They are registered to provide personal care. The service provides care and support for adults living in their own homes and includes support for people with physical disabilities, sensory impairment and people living with dementia. At the time of the inspection, 59 people received personal care from the service.
A registered manager was in post. 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.
Quality checks had not been completed regularly to ensure people reliably received all of the care they needed. Although staff were routinely recording accidents and incidents these were not effectively analysed and investigated to identify any trends or patterns.
Risks to people's wellbeing and safety had been effectively mitigated. We found individual risks had been assessed and recorded in people's care plans. Examples of risk assessments relating to personal care included moving and handling, nutrition, falls and continence information.
People told us they felt safe receiving the care and support provided by the service. Staff understood and knew the signs of potential abuse and knew what to do if they needed to raise a safeguarding concern. Training schedules confirmed staff had received training in safeguarding adults at risk.
Robust recruitment and selection procedures were in place and appropriate checks had been made before staff began work at the service. There were sufficient levels of staff to protect people's health, safety and welfare consistently and reliably.
People said staff were caring and kind and their individual needs were met. Staff knew people well and demonstrated they had a good understanding of people's needs and choices.
We looked at care records and found good standards of person centred care planning. Care plans represented people's needs, preferences and life stories to enable staff to fully understand people's needs and wishes. The good level of person centred care meant people led independent lifestyles, maintained relationships and were fully involved in the local community.
Staff felt supported by management, they said they were well trained and understood what was expected of them. Staff were encouraged to provide feedback and report concerns to improve the service.
There was a complaints policy and information regarding the complaints procedure was available. Complaints were listened to, investigated in a timely manner, and used to improve the service.
Feedback from people was positive regarding the standard of care they received.
We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we have told the provider to take at the back of the full version of the report.