Background to this inspection
Updated
17 December 2019
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
The inspection was carried out by one 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.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service one week’s notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 04 November 2019 and ended on 19 November 2019. We visited the office location on 12 November 2019.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We 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 five members of staff including the registered manager, two care workers, a care co-ordinator and a senior care worker. We reviewed a range of records. This included three people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek evidence from the provider. We also spoke with two people who used the service and four relatives about their experience of the care provided, and with two health care professionals who have worked with the service.
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 www.cqc.org.uk
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.