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ExtraCare Charitable Trust Hagley Road Village Outstanding

Inspection Summary

Overall summary & rating


Updated 28 April 2020

About the service

ExtraCare Charitable Trust Hagley Road is an Extra Care housing service. The village has 260 apartments. 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. At the time of our inspection the service was supporting 50 people living in their own flats within the complex.

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

The provider had developed and sustained a positive culture. There was a strong ethos for quality care which ran throughout the service. Staff and the management team were committed to providing a high-quality service. They were proactive in identifying and implementing creative ways to ensure people were supported to live independent life styles.

There was a comprehensive holistic assessment of people's needs that looked at all areas of their life. A well-being advisor was available to support people with anything that could affect people's health and wellbeing. People had an enhanced sense of well-being and quality of life because staff actively encouraged and supported them.

People and their relatives spoke highly of the staff and management team. People received individualised care and support from staff. People had an enhanced sense of well-being and quality of life because staff actively encouraged and supported them.

People were supported to engage in individual and group-based community activities within the village that were meaningful to them. People were supported and encouraged to be independent and we saw the progress that people had made, resulted in improved health and wellbeing outcomes for people.

People said they felt safe living at the scheme with support from staff who arrived at the agreed time and stayed for the agreed length of time. Staff were aware of the actions to take in order to protect people from avoidable harm and potential abuse. People were supported to receive their medication safely and as prescribed. Staff were safely recruited, and staff turnover was low.

The provider recognised that the on-going development of staff skills, competence and knowledge was central to ensuring high-quality care. Staff spoke positively about their role and felt well supported to carry out their roles and responsibilities effectively, so that people received care and support in-line with their needs and wishes

Staff were committed to delivering inclusive personalised care and strongly focused on supporting people's diverse needs and preferences. Staff spoke enthusiastically and passionately about how they provided people with high quality, person-centred care.


People were treated with kindness and compassion. People's right to privacy was respected by the staff who supported them and their dignity was maintained. People were supported to express their views and be

actively involved in making decisions about their care and support needs.

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.

The provider was very committed to ensuring they followed best practice. There was a 'Dementia and Mental Wellbeing Enabler' who supported people living with dementia-and other health related conditions. They supported people with individual strategies, self- help groups and advice, to promote people’s independence and to enable people to remain in their own homes.

The registered manager was very passionate about supporting people who lived in their own home. They used a variety of methods to check the quality of the service and develop good practice. The leadership and culture of the service was to provide a high-quality personalised support to people.

Rating at last inspection and update.

The last rating for this service was good. (published September 2018)

Why we inspected

This was a planned inspection based on the previous rating.

Inspection areas



Updated 28 April 2020

The service was safe.

Details are in our safe findings below.



Updated 28 April 2020

The service was exceptionally effective.

Details are in our effective findings below.



Updated 28 April 2020

The service was caring.

Details are in our caring findings below.



Updated 28 April 2020

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 28 April 2020

The service was well-led.

Details are in our well-Led findings below