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Extra Hands of Heacham Limited - Heacham Office

Overall: Good

13-14 Heacham Hall Industrial Units, Hunstanton Road, Heacham, Kings Lynn, Norfolk, PE31 7JT (01485) 570611

Provided and run by:
Extra Hands of Heacham Ltd

Latest inspection summary

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Background to this inspection

Updated 20 October 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector and one medicines inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider would be in the office to support the inspection. Inspection activity started with a visit to the office location on 8 September 2021 and ended with a feedback session on 29 September 2021.

What we did before the inspection

We reviewed all the information we had received since the last inspection. This included looking at any notifications the service had sent to us about significant incidents. We also used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with six people who used the service and five relatives about their experience of the care provided. We spoke with four members of the care staff, the manager and two directors, one of whom was also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included four people’s care records and ten medication records. We looked at three staff files in relation to recruitment, training and staff supervision. We also reviewed a variety of records, policies and procedures relating to the safety and quality of the service.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We received additional information from the training manager about specific training provided to staff. We spoke with one healthcare professional who works closely with the service.

Overall inspection


Updated 20 October 2021

About the service

Extra Hands of Heacham Limited – Heacham Office is a service providing care and support to people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection the service was providing personal care to 113 people.

People’s experience of using this service and what we found

Overall medicines were managed safely, however, there were some areas of medicines management which needed further development and improvement. We have made a recommendation about the management of medicines which are only occasionally required (PRN.)

People told us they felt safe. Staff were clear about their safeguarding responsibilities. Risks and infection control procedures were managed well and kept under review. There were enough staff and people told us they could rely on the service. Recently some calls had not run on time, but this was a resolving situation and had had no major impact on people’s care.

People’s needs were comprehensively assessed before a service was provided. Staff were well trained and had been recruited safely. The service worked well with other health and social care agencies.

People consented to their care and treatment and this was recorded. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People received care and support from kind, patient and caring staff who often went the extra mile for them. People’s dignity and privacy was upheld. They were encouraged to express their views about their care and treatment and the provider respected these.

People received a person-centred service which considered their care needs holistically. Complaints were well managed and lessons learned where necessary. Information about people’s end of life care preferences was basic. However, the provider has designed a survey to capture more detail, should people wish to share this.

Recent management changes had identified that oversight of some aspects of the service needed improving and immediate action was taken. The provider had a clear vision for the future of the service and new measures, such as the new electronic care recording system have been introduced. This had improved communication and saved staff time.

People who used the service and staff were keen to share very positive feedback with us about the quality of the service. We have confidence that this provider will attend to the minor issues we have raised and continue to make further improvements.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was outstanding (published 13 April 2019.)

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding to test the reliability of our new monitoring approach.