- Homecare service
Poppy Court Extra Care and Outreach
Assessment report published 5 May 2026
Contents
Ratings
Our view of the service
Date of inspection: 31 March to 2 April 2026. Poppy Court Extra Care and Outreach supports Adults of all ages who maybe living with dementia, mental health, physical disability, sensory impairment to people living in extra care housing. This risk‑based assessment was undertaken following information we had received. The evidence gathered during this assessment demonstrated the provider had taken appropriate action to respond to concerns, review practice and strengthen oversight. The inspection covered 3 key questions of safe, caring and well-led. There were no breaches of regulation identified.
People were supported by staff who understood their needs well and provided care that promoted dignity, independence and choice. Systems were in place to identify, assess and manage risks associated with people’s care and support. Staff understood safeguarding processes and were confident to raise concerns. Incidents and accidents were reported, investigated and used as learning opportunities to improve practice. Medicines were managed safely, with clear guidance, accurate records and regular audits.
The service worked effectively with health and social care professionals to support people to achieve positive outcomes. Care records were detailed and reflected people’s preferences, life histories and assessed needs. Staff were supported through training, supervision and competency checks, which helped ensure care was delivered safely and consistently.
People and relatives spoke positively about the leadership of the service. Leaders were visible, approachable and promoted an open and honest culture. Governance systems enabled the provider to monitor quality, learn from feedback and drive improvement. The service was well‑led, stable and committed to continuous improvement, resulting in positive experiences and outcomes for people using the service.
People's experience of this service
People using the service and their relatives consistently reported positive experiences of care and support at the service. They told us they felt safe and reassured by the presence of staff who knew them well and responded promptly when support was needed. People described staff as kind, respectful and patient, and said they were treated with dignity at all times. Relatives shared confidence in staff abilities and in how concerns would be listened to and acted upon.
People were supported to make choices about their day‑to‑day lives and to maintain independence. Staff took time to understand individual routines, preferences and personal histories, which helped ensure care was delivered in a personalised way. People were encouraged to continue activities that mattered to them, such as attending religious services, social events and celebrating significant occasions. This promoted wellbeing and a sense of belonging.
Communication with relatives was described as open and proactive. Relatives told us they were kept informed about changes in care, incidents and health concerns. They felt involved and reported good relationships with staff and management. Call systems and response arrangements provided reassurance that support would be available quickly when required. Comments included, “Really great. Really good, [staff] take the time to listen and understand.” “Has really improved their quality of life, knowing they [staff] are there. [Person] feels safe.”
People told us they felt listened to and able to raise concerns if needed. Most preferred to resolve issues informally and felt confident doing so. Overall, people experienced a supportive, responsive and respectful service that enhanced their quality of life and helped them feel safe and valued in their home.