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Extra Care Home Services Ltd Outstanding

Inspection Summary

Overall summary & rating


Updated 17 December 2019

About the service

Extra Care Home Services Ltd is a domiciliary care agency providing personal care to 20 people aged 65 and over who live in the North Walsham area. The service provides support with other needs; however with domiciliary care services the CQC only regulates personal care. This is help with tasks related to personal hygiene and eating. Where personal care is provided we also consider any wider social care provision.

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

The registered manager demonstrated exceptional leadership and instilled a very caring and inclusive culture of care delivery. People, relatives and staff commended the service and registered manager very highly. A person using the service told us, “I'd recommend it to anybody. The staff come on time, they are very helpful, kind and friendly.” A relative told us, “The service is amazing.” There were effective quality management processes in place and service development and continuous improvement was embraced. Engagement with stakeholders and across the community was excellent.

Every aspect of the service was person-centred and staff were passionate about promoting people’s wellbeing by taking a truly holistic approach to their care. End of Life care and support was exceptional. Staff responded extremely well to changes in people’s needs and the service actively helped people avoid social isolation. People and relatives had confidence that any issues would be quickly resolved.

People received care from extremely kind and thoughtful staff, with whom they had built particularly close and trusting relationships. Staff consistently demonstrated concern, consideration and compassion to people and their relatives. Without exception, people’s voices were listened to and acted upon. People were empowered to live their lives as independently as possible and always treated respectfully by staff.

Staff took an innovative and proactive approach to keep people safe. They promoted positive risk-taking when it was safe and appropriate to do so. The service was very committed to people’s safety and managed this through careful risk management practices, robust infection control measures, and a high degree of attention to any events, incidents, or near misses which may require changes to care delivery. Medicines management was of a good standard and regularly checked. Staffing was very carefully managed and people received a seamless service of care.

People’s needs were assessed thoroughly and their care plans were developed collaboratively, ensuring they were individualised and in accordance with people’s wishes. Staff training was tailored to individual needs and ensured people received high standards of care. This included nutritional and hydration support and input from health care professionals when needed. 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.

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

Rating at last inspection

The last rating for this service was Good (report published 07 February 2017)

Why we inspected

This was a planned inspection based on the previous rating.

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



Updated 17 December 2019

The service was safe.

Details are in our safe findings below.



Updated 17 December 2019

The service was effective.

Details are in our effective findings below



Updated 17 December 2019

The service was exceptionally caring.

Details are in our caring findings below



Updated 17 December 2019

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 17 December 2019

The service was exceptionally well-led.

Details are in our well-Led findings below.