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Extra Hands of Heacham Limited - Heacham Office Outstanding

Inspection Summary

Overall summary & rating


Updated 13 April 2019

About the service: The service is a domiciliary care service providing the regulated activity of personal care. At the time of our inspection there were about 160 people using the service.

People’s experience of using this service:

The service had strong leadership and a well- planned and organised workforce. This ensured people had consistency from a small team of care staff who knew their needs well and could be relied upon. Care calls were electronically monitored to ensure people received a need based service. There were emergency plans in place to ensure all calls were covered or extra ones could be provided when required. The service had a rapid response team who were not scheduled to cover calls and meant they could respond to people’s changing needs and able to avert a crisis or take some of the strain of a family member. For example, when a family member had an admission to hospital.

Staff recruitment procedures were robust and helped ensure only suitable staff were employed. The service invested heavily in its staff and ensured they were well trained, competent and shared the organisation values and upheld the rights and dignity of people they were supporting. This helped to promote staff retention and there were processes in place to support and develop staff

The service had robust systems in place to monitor the safety and quality of the service they provided. They clearly communicated their high expectations of their service and their staff and took responsibility and accountability for when things went wrong. They learnt from their mistakes and used them to embed and change procedures to ensure sufficient safeguards were in place. They considered best practice and current guidance. Care was planned to take into account new technologies and current risks within the market place.

The service contributed to new ways of working and were part of steering groups looking at policy change. They worked collaboratively with other organisations to help improve outcome for people they were supporting and be an equal contributor in the care sector.

The care was personalised and flexible according to people’s assessed needs and wishes.

Staff were kind and compassionate and this was an inclusive service which looked after people well, their extended families and the staff providing the care. Good practice was recognised and rewarded as a way of supporting and motivating care staff and helping them feel valued.

The service was seamless with staff at all levels understanding their responsibility to provide good care and safeguard people. There were systems in place to learn lessons when things went wrong and to reflect on practice to identify any shortfalls or come up with new initiatives which would help improve the service.

The service had been compliant since registration and has retained a good rating. There was an inclusive team. The service demonstrated its commitment to high quality care through its membership with investors for people, its engagement with the community and its presence at care award ceremonies. It had reached the finals consecutively over many years and contributed to raising the standards in care.

Rating at last inspection: (Good). The report was published 27 July 2016

Why we inspected: This was a scheduled inspection based on our previous rating.

Follow up: ongoing monitoring; possibly more about how we will follow up

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 13 April 2019

The service was safe

Details are in our Safe findings below.



Updated 13 April 2019

The service was exceptionally Effective

Details are in our Effective findings below.



Updated 13 April 2019

The service was caring

Details are in our Caring findings below.



Updated 13 April 2019

The service was responsive

Details are in our Responsive findings below



Updated 13 April 2019

The service was exceptionally well-led

Details are in our Well-Led findings below