Extra
Hands' Heacham office has been praised for having “kind, patient and
caring” staff who ‘often go the extra mile’ for service users.
The
comments have been made in the latest Care Quality Commission (CQC)
report, which also highlights our commitment to helping people remain
independent and the reliability of our service.
Our staff were praised for being well trained and providing a ‘person-centred service’ which considers needs holistically.
The
CQC inspectors, who spoke with service users and their relatives as
well as care staff and managers, said people told how they often have
the same small group of carers, which they really liked.
One person said: ”They get to know us, and we get to know them.”
Many people being cared for by us commented on how staff took on additional tasks, the report said.
One
person said: "They're very good at things they don't need to do. They
notice things and just sort them out. I don't ask – they just do it."
This was echoed by others including a healthcare professional who commented: "They go the extra mile for people.”
The
inspectors highlighted how our care plans document which aspects of
care and support people can manage for themselves, and said there was a
commitment to helping people remain independent.
One
person with a diagnosis of early stage dementia commented: "I do what I
can for myself, but they help me and keep an eye on me.”
The report also highlighted feedback from relatives over how they could rely on our service.
One
relative told how staff had become concerned that their family member's
dementia had become a significant barrier to them being able to take
their medicines safely.
The
staff took action by contacting the relative and suggesting they take
over this responsibility - and also liaised with the GP to arrange
things.
Another
relative, who was not able to be in close contact with their family
member, told the inspectors: "I am quite happy to trust them to make
decisions in [my relative's] best interest.
“I have confidence in them, and they keep me informed of any health issues or changes in routine.”
Overall
the CQC report rated our Heacham Office as good, with the service rated
as good in all categories including being safe, effective, caring,
responsive and well-led.
It said: “People received care and support from kind, patient and caring staff who often went the extra mile for them.
“People's
dignity and privacy was upheld. They were encouraged to express their
views about their care and treatment and the provider respected these.”
The inspectors also highlighted the support given by all our staff and not just those involved in directly providing care.
Staff
praised the training which we provide, with one team member who had
come from another care setting saying: "I didn't realise I didn't know
so much. I thought I was well trained but this was exceptional.”
People
who used our service said they felt the whole team supported them,
including one relative who told the inspectors: "Not only the carers are
wonderful, the office staff are absolutely wonderful too.”
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