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Inspection Summary


Overall summary & rating

Good

Updated 8 February 2017

The inspection took place on 6 and 7 December 2016. We contacted the service before we visited to announce the inspection. This was because the service provides a domiciliary care service to people in their own homes. We wanted to ensure that we could access the service’s office and speak with the manager and staff.

Extra Care Home Services Ltd provided personal care to around 14 people who live in their own homes in the North Walsham area. The service provides support with other needs; however with domiciliary care services the CQC only regulates personal care.

There was a registered manager in place. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported by staff who were safely recruited. Staff were knowledgeable in their roles and demonstrated the skills required. Staff were motivated to provide good care and understood the importance of responding to concerns about people’s health. There was a training system in place and staff training was up-to-date. Staff had a thorough induction to the service and their role.

Staff demonstrated they understood how to protect people from the risk of abuse. Staff were conscious of this issue and knew what to do if they had concerns. People and staff were protected from the potential risk of harm as the service had identified and assessed the risks people faced. People had assessments which were person centred.

People benefited from staff who felt valued by the service. Staff worked closely with the manager and found them approachable and supportive. Staff had confidence in the service they were providing. People said they saw the same care staff at regular times, and did not have missed care visits.

Staff demonstrated that they understood the importance of promoting and protecting people’s dignity, privacy and independence. They gave many examples of a caring and empathetic approach to the people they supported. People told us they were treated in a respectful and caring way. People formed positive relationships with the staff who supported them.

Staff had received training in the Mental Capacity Act 2005 (MCA) and demonstrated they understood the importance of gaining people’s consent before assisting them.

Staff assisted people, where necessary, to access healthcare services. Staff had a good understanding of people’s healthcare needs. Staff demonstrated they had the knowledge to manage emergency situations, should they arise.

The manager and staff supported people in a proactive way to avoid social isolation. People felt comfortable about contacting the manager and raising any issues they may have had. There was a complaints process in place for people to follow if they wanted to make a complaint. The manager sought the views of people, their relatives, and the staff who supported them in order to improve the service.

The manager demonstrated a real commitment to the service and to the people it supported. Staff had confidence in the manager. The manager was actively involved with every element of the service. The manager knew staff and the people receiving the service well.

Inspection areas

Safe

Good

Updated 8 February 2017

The service was safe.

The service had identified, assessed, monitored and responded to the risks that people faced.

Systems were in place to protect people from the risk of abuse. Staff knew what to do if they had any concerns and they were confident in raising these.

People benefited from being supported by staff that had undergone recruitment checks to ensure they were safe to work in care.

Effective

Good

Updated 8 February 2017

The service was effective.

The training, induction, and the support staff received, contributed to the effective support people experienced.

People received care and support in the way they wanted as staff understood the importance of gaining people’s consent.

When required people received support with food and drink.

Caring

Good

Updated 8 February 2017

The service was caring.

People benefited from having positive and caring relationships with the staff that supported them.

People had been fully involved in planning the care and support they received.

Staff understood the importance of maintaining people’s dignity and privacy and worked in a way that promoted and protected this.

Responsive

Good

Updated 8 February 2017

The service was responsive.

People received care and support that was individual to their needs.

The service had identified and assessed people’s needs.

People were supported to avoid social isolation.

The service listened to people’s views on the care and support they received.

Well-led

Good

Updated 8 February 2017

The service was well led.

The manager was active and involved with every element of the service.

There was a positive and open culture at the service.

Staff and people who used the service found the manager was accessible and approachable.

The manager was monitoring the quality of the service on a regular basis.