Excel24/7 healthcare Ltd

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.

People's needs were assessed prior to them starting to use the service. Detailed care records were in place to guide staff on the care and support people needed. Staff had the training and support they needed to carry out their roles effectively. Staff worked alongside other agencies to provide joined up, effective care.

People were treated well, and their individuality was respected; They told us staff were kind, polite and caring. Care records indicated how best to communicate with people and how staff could support people to express their wishes. People and their relatives spoke highly of this service and the registered manager conducted regular spot checks to ensure staff were treating people with dignity.

People received personalised care that took account of their needs, wishes and preferences. The provider was following the Accessible Information Standard. People were involved in the care planning process and relatives felt staff were responsive to changes. There was a system for logging and responding to complaints.

The registered manager understood their duty of candour, however there was one incident that should have been reported that had been overlooked. This was rectified during the inspection process. There was a range of oversight, quality, and auditing. People spoke positively about the service they received and described the registered manager as nice, helpful, and organised. Staff also spoke highly of the management team and felt able to approach them should they have any concerns.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at the last inspection This service was registered with us on 15 June 2022 and this is the first inspection.