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ExtraCare Charitable Trust Humber Court Good

Inspection Summary


Overall summary & rating

Good

Updated 9 November 2017

This inspection took place on 8 and 9 August 2017. We gave the provider 24 hours’ notice of our visit so they could arrange for people and staff to be available to talk with us about the service.

Humber Court provides personal care and support to older people who live in their own flats located within the premises at Abbey Park. There are 46 flats and at the time of our visit 23 people were receiving support with personal care.

At the last inspection in July 2015, the service was rated 'Good'. We found the service continued to be good but was exceptionally well led.

There was a registered manager 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.

The feedback we received from people was very positive. People told us they had trust in staff and the management and they considered the service to be friendly and homely.

People shared positive relationships with staff and were extremely complimentary of them and the care they received. People felt consulted and listened to about how their care should be delivered. People and staff spoke very highly of the registered manager and gave very positive feedback about them. We found the registered manager to be committed and passionate about their role in providing a quality service to people. They recognised the importance of providing care and support in accordance with people’s wishes to enhance their lives. This included providing social and community engagement opportunities for people, which was evident throughout our inspection.

There were examples of the service being exceptionally responsive to supporting people whose needs were complex and tended to change. People we spoke with could not think of anything about the service that could be improved.

People at Humber Court were able to access in-house healthcare professionals when required, this included an in-house wellbeing nurse. They were also supported to access GP’s and hospital services if needed to maintain their health.

The provider valued their staff team and actions were taken to develop staff to their full potential. Some staff had worked for the service for a number of years demonstrating their commitment to the service and the people they supported. The staff were actively encouraged to share innovative ideas and be involved in projects which would enhance people’s lives. Staff told us they felt valued and respected. They fully understood their role and the importance of implementing the values of the organisation so people received personalised care.

The provider was committed to ensure people received the quality of care and services they would expect. They checked the quality of service through regular communication with people and staff and audit checks of the service. There were ‘resident meetings’ and a programme of checks and audits completed by the registered manager to support this process. The provider understood that people’s experiences were key in providing a quality service and also in ensuring it continuously improved.

The registered manager made sure staff had a full understanding of people’s needs. Staff demonstrated a strong commitment to promoting people's independence and worked closely with people to make sure they were confident in their abilities. Care staff assisted people to prepare meals, or attend the restaurant at Humber Court if they wished where a choice of nutritious meals were available.

The safety of people at the service was taken very seriously, staff had been trained to protect people and identify signs of abuse. Staff understood their responsibilities to follow the provider's policies in relation to safeguarding people and reported any concerns they identif

Inspection areas

Safe

Good

Updated 9 November 2017

The service remains Good.

Effective

Good

Updated 9 November 2017

The service remains Good.

Caring

Good

Updated 9 November 2017

The service remains Good.

Responsive

Good

Updated 9 November 2017

The service remains Good.

Well-led

Outstanding

Updated 9 November 2017

The service was exceptionally well-led.

Staff understood the values of the service and were very well supported so they knew how to put these into practice. People benefitted from being supported by staff who felt valued and were motivated to provide them with individualised care.

There was a culture of continual improvement within the service and the registered manager understood the needs of the people who used the service. There were systems in place to monitor the quality of the service provided and to promote best practice.