Extra Hands are committed to providing the best possible care to our Service Users together with the very best working environment for our members of staff.

In order to reach and sustain this level of commitment we have developed first class standards, policies and procedures. In fact, our procedures are so good that we regularly break the mould in the care industry by setting new standards and policies well in advance of their required use and are often praised by our regulatory bodies for doing so.

We invite you to examine the way we do things and we are always looking for ways to improve so if you have any comments please don't hesitate to contact us.

Policies & Procedures

Extra Hands have the following policies and procedures in place to safe guard both Service Users and our Domiciliary Care Workers.

  • Equality and Diversity Policy
  • Anti-Discrimination Policy
  • Recruitment Policy and Procedure
  • Recruitment of Ex-Offenders Policy
  • Disclosure and Barring Service Policy
  • Identity Card Policy
  • Staff Training Policy
  • Staff Development Policy
  • Staff Grievance Policy
  • Staff Disciplinary Policy
  • Whistleblowing Policy
  • Whistleblowing Procedures
  • Stress Policy
  • Absence Policy
  • Annual Leave Policy
  • Maternity Leave Policy
  • Paternity Leave Policy
  • Communication Policy
  • Data Protection / Record Keeping Policy
  • Confidentiality Policy
  • Legislation on Mobile Telephones and Driving
  • Occupational Road Risk Policy
  • Professional Boundaries Policy
  • Alcohol and Substance Abuse Policy
  • Smoking Policy
  • Personal Safety Policy
  • Challenging Behaviour Policy
  • Health and Safety at Work Policy
  • Manual Handling Policy and Procedure
  • Creating and Maintaining a Safe Environment Procedures
  • COSHH Policy
  • Hazardous Substance Procedure
  • Infection Control Policy
  • Food Hygiene Policy
  • Safeguarding Adults Policy
  • Safeguarding Adults Procedure
  • Safeguarding Children Policy
  • Safeguarding Children Procedures
  • Finance Policy
  • Extra Hands Medication Policy
  • Unobtainable Access Policy
  • Safe Keeping of Keys Procedure
  • Bereavement Policy
  • Support Planning Policy
  • Quality Assurance Policy and Procedure
  • Extra Hands Complaints Policy
  • Service User Compliments and Complaints Procedure
  • Environmental Management Policy
  • Business Continuity Management Policy

Quality Assurance

To ensure that Extra Hands offers a high quality service to our Service Users we have the following procedures in place:

  • Care plans are reviewed annually or more often if required. The Home Care Manager will attend any case conference if requested to do so. Service Users or their relative / advocate(s) will be asked to complete our quality assurance questionnaire at least once per year.
  • Extra Hands have a comprehensive complaints policy and procedure. To find out more about making a complaint please visit the Compliments and Complaints section of this website.
  • All care staff have received training in the delivery of service and are encouraged to continue their training. They also receive regular supervision and yearly staff appraisal.

Please Note

Service Users and/or their relatives/advocates are encouraged to contact us if they do not understand or feel satisfied with any aspect of their care. There is always someone on call to assist and our office hours are 9am - 5.30pm. Please be aware that out of office hours are for emergencies only.

Withdrawal of Service

Extra Hands is committed to providing a reliable, flexible and effective service to all Service Users. Every effort is made to ensure that the specified service is delivered in the agreed manner at the correct time and place. However, there are a number of particular instances when Extra Hands reserves the right to withdraw or refuse a service. These occasions are described below:

  • Concern for the Service User

    Where Extra Hands Care Management believes the stipulated pattern and/or type of care to be inappropriate to the needs of the Service Users and/or prejudices their continued health and well-being.

  • Concern for Care Staff
    2 .1 Health & Safety

    Where the environment in which the Care Staff are required to work is likely to affect their health and safety.

    2 .2 Violence

    Where there is a real threat of physical violence to Care Staff.

    2 .3 Verbal and/or Verbal Sexual Abuse

    Where the Service User and/or friends/relatives of the Service User direct continued verbal abuse towards Care Staff.

  • Financial

    Where correctly presented invoices are not paid within the prescribed period. In these circumstances Extra Hands always endeavours to adopt an understanding approach to personal financial difficulties.

Notification of Refusal or Withdrawal of Service


Refusal of service will be notified, in writing, at the earliest opportunity following the Service User’s request for a service, along with the reason for the refusal. If satisfactory guarantees can be provided by the Service User or Service User’s representatives that ease the identified area of concern then the provision of service will be reviewed.


Reason(s) for the withdrawal of a service will be notified immediately in writing to the Service User, their representative, GP or Care Manager where appropriate, and Extra Hands management. This procedure will only be varied if there is immediate risk to the Care Staff’s welfare.


We’re Here to Help

Let us have a conversation about how we can help you or your loved one.

Extra Hands covers many parts of Norfolk, please contact your nearest office for assistance

Call one of our managers on 01485 570611 or 01603 898623

  • Jo Tier

    Director of Care Services
    Head Office
  • Hayley Claxton

    Registered Manager
    Norwich Office

Extra Hands of Heacham Limited - Head Office

CQC overall rating

20 October 2021

See The Report

Extra Hands of Heacham Limited - Norwich Office

CQC overall rating

12 June 2021

See The Report

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