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Inspection Summary


Overall summary & rating

Good

Updated 5 December 2019

About the service

Extra Mile Home Care Limited is a care agency providing support to 39 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.

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

People were supported to live safer lives. There were safe systems for the recruitment of staff in place. People were protected from the risk of abuse and avoidable harm by staff who understood how to recognise and respond to concerns. Medicines were managed safely.

People received personalised care that met their needs and took account of their wishes and preferences. Staff were efficient and very reliable. Any unexpected delays were communicated to people so they felt reassured.

Care records were person centred, reviewed regularly and updated when people's needs changed. People’s physical and emotional needs were met and staff ensured they had adequate nutrition and hydration.

People told us staff were kind and thoughtful. They said staff never rushed them and ensured their dignity was maintained. Staff knew people well and spoke respectfully about those they supported.

There were sufficient staff to meet people's needs. Staff received a robust induction, ongoing training and regular support to carry out their roles with confidence.

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.

There was a system in place for auditing and monitoring the quality of the service. People were positive about the care staff, office team, the manager and the way the service was run.

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

Rating at last inspection and update

The last rating for this service was requires improvement (last report published 27 November 2018).

The provider completed an action plan after the last inspection to show what they would do and by when to improve.

At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

The overall rating for the service has changed from requires improvement to good.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 5 December 2019

The service was safe.

Details are in our Safe findings below.

Effective

Good

Updated 5 December 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 5 December 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 5 December 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 5 December 2019

The service was well led.

Details are in our well led findings below.