- Homecare service
Excellence Healthcare Services Ltd
Report from 29 April 2025 assessment
Contents
Ratings
Our view of the service
Date of assessment: 7 to 12 May 2025. The service is a care at home service providing support to people living with a range of needs, including dementia and physical disabilities. At the time of our assessment the service was providing personal care support to 29 people.
This was the service’s first assessment since registering with the CQC in May 2022. A full comprehensive assessment was undertaken reviewing all 34 quality statements.
There was a holistic and comprehensive approach to care planning and risk management. People were at the centre of their care. Staff knew the people they were supporting extremely well and quickly identified if they were not their usual self. They provided comfort and compassion when people were distressed, upset or in pain and obtained support to review people’s physical and emotional health. There were comprehensive systems in place to analyse and review incidents and accidents that occurred during care delivery and outside of these times, to get an overall view of people’s health. Staff supported people to coordinate their care and liaised with other health and social professionals if they had concerns about people’s safety to achieve better outcomes for people.
There was a collaborative approach towards service provision, and the registered manager welcomed and encouraged staff, people, relatives and other professionals to feedback about the service. Staff were encouraged to share ideas and think creatively about how to improve service delivery. The registered manager promoted the wellbeing of their staff and there were various recognition schemes in place to acknowledge outstanding contributions from staff and when they had gone above and beyond. Staff support structures were in place and the registered manager ensured Excellence Healthcare was an inclusive and safe workplace.
A comprehensive training programme was in place to ensure staff had the knowledge and skills to undertake their role. The registered manager stayed up to date with best practice guidance and was aware of issues affecting the wider health and social care landscape. They disseminated important information to their staff team and ensured they were well informed.
The provider’s vision and values focused on providing individually tailored high quality compassionate care. Governance systems were in place to ensure staff were working in line with these visions and values, and ensure people received the care they required. There was a focus on continuous improvement and developing the service to further enhance people’s health and wellbeing.
Safe practices were in place regarding medicines administration, infection prevention and control, and staff adhered to safeguarding adults’ protocols, the Mental Capacity Act 2005, the Equality Act 2010 and the Accessible Information Standard.
People's experience of this service
People and their relatives were overwhelmingly positive about the care and support they received from Excellence Healthcare Services. Comments from people and relatives included, “Excellence care is absolutely brilliant, by far the best in every way, and I am so grateful to them all (office staff and care workers) for what they do for [the person] and us as a family.” “I have to say they are marvellous. They go above and beyond. Every care worker that has come to visit. They have all been so respectful. So caring. It’s as if they are caring for their own relative... They are always happy to do anything else. They always ask if there is anything [my relative] needs.” “It is wonderful. I will 110% recommend this service to friends. I haven’t met a bunch of polite caring individuals for a long time as polite and caring as they are. No problem is too much for them to help with.” “They really are so lovely, feel very lucky to have found them.” “The care workers are wonderful - they are brilliant, they look after [my relative] so welland are a joy to have here! We wouldn't manage without them and so it's due to them that [my relative] is here, safe and happy at home.” “Absolutely delighted, my [family member] receives excellent care and support.”
People were involved in their care and had choice and control over the support they received. They were supported to manage risks to their safety and staff supported them to maintain their health and welfare. Staff treated them as individuals and respected their preferences. People’s privacy and dignity was maintained.