London Borough of Hackney Extra Care

What inspectors found

From the Care Quality Commission's assessment published 6 March 2025 (assessment visit 3 October 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   People were kept safe with staff and their relatives were reassured their family member was safe. There were enough staff to support people, however relatives felt there could be more staff at the weekends. Staff received safeguarding training and knew their responsibilities for reporting suspected abuse. Safe recruitment of staff took place and staff received training and ongoing support to ensure they were effective in their role. Medicines were managed safely, and infection control procedures were followed by staff.

2. Effective

   GGood Good

   People’s needs were assessed before they began to use the service and this was a collaborative discussion with relatives and relevant health professionals. People’s consent was requested before care was delivered and staff respected people’s right to refuse. Independence was promoted to enable people to feel a sense of accomplishment and control over as much of their life as possible.

3. Caring

   GGood Good

   People were supported by staff who were kind, compassionate, patient and enjoyed caring for people. People were treated as individuals and staff were given training to understand the importance of respecting people as individuals. People’s needs were tended to promptly and systems were in place to help monitor people in between their calls.

   Staff well being was regularly monitored and staff appreciated the open channels of communication with senior management.

4. Well-led

   GGood Good

   Leaders valued people’s feedback and that of their staff. Systems were in place to ensure there were open channels for sharing information and records showed these were recorded and acted upon by leaders. Staff enjoyed working at this service and told us there was a good culture for learning and support. Staff were encouraged to pursue their careers within health and social care with management support. Quality monitoring was embedded within the service and was used to keep the service focused on continually improving for the benefit of people receiving care.