Hever Care has been rated Good in its first ever inspection by the Care Quality Commission (CQC).
Following a comprehensive planned inspection by the CQC, commencing 8 June and ending 28 June 2023, Hever Care was praised for ensuring people were safe and protected from avoidable harm, that people’s outcomes were consistently good, and that individuals were supported and treated with dignity and respect; and involved as partners in their care.
In its report, the CQC noted ‘staff had the skills to provide safe and appropriate care to people’ and ‘the provider listened to people. Management and staff put people’s needs and wishes at the heart of everything they did.’
Lead Director and Registered Manager, Jack Wise, said: “We’re of course overjoyed and extraordinarily proud that our service has been rated ‘Good’. Every day, our team compassionately, selflessly, and brilliantly deliver care and support to people in our community, and we are delighted the CQC’s report reflects this commitment.”
In its report, the CQC noted clients and those close to them said that staff go above and beyond what is required. Staff recognised and respected everybody’s individualised needs and supported them to be partners in their care.
“In the report, I am particularly proud of the way the CQC had identified the value and significance we place on our entire team. I am also very proud of the rating given the immense challenges the sector is experiencing, least of all the lasting effects of the pandemic. It is testament to each and every member of our small but powerful team.”
The CQC rates providers under five domains: safe, caring, effective, responsive and well-led. Hever Care has been rated good in all domains.
“As a service, we have no intention of resting on our laurels – we’re growing and ensuring more people can access the care and support they deserve, from a local organisation with local knowledge. We will continue to listen to our team, clients and partners to make this happen,” said Jack.
Hever Care’s Operations Director, Madlena Yotova, added: “This is wonderful news and is well deserved. We will continue to work hard to maintain our very high standards and set our sights on achieving outstanding.”
Findings include:
- Staff understood people’s individual health needs and supported them appropriately. A relative told us, “Staff have been brilliant at giving (name of person) the confidence in their new normal (way of life).”
- Staff had the skills to provide safe and appropriate care to people. Medicines were managed safety and effectively. People had care and support plans that were personalised and reflected their physical and mental health needs.
- Staff empowered people to make their own decisions about their care and support.
- People’s individual needs are considered and supported. A relative told us, “I am delighted with them (Hever Care Limited) (name of person) wishes to stay in their home as long as possible. Staff accommodate their needs, the staff have been brilliant at giving him confidence in their new normal routine.”
- Peoples care needs were regularly reviewed. A relative told us how Hever Care Limited had been able to meet their relative’s changing needs from daily visits to a living service, whilst ensuring the person was familiar with the staff providing care. A relative told us the service was friendly and reliable and they were “Very happy to have found them (Hever Care Limited).”
- The service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.
- There were established, effective and comprehensive systems in place to ensure the consistent and appropriate identification, assessment and management of clinical and mobility risks.
- The service worked well in partnership with people, families, specialised services (such as the tissue viability team and home care teams) and Commissioners of care.
