Extra Help Care Limited

The service had a registered manager at the time of our visit. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons.' Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Risks to people safety were not always assessed or regularly reviewed. Staff supported some people to take medicines, but further information was needed to ensure they had sufficient information about people's medicines. People were supported by a sufficient amount of staff to keep them safe; however, improvements were required to ensure people knew which staff would be visiting them.

People felt safe and were supported by staff who were aware of how to respond if they suspected abuse. Staff were recruited safely. People were supported by staff who understood their responsibilities for maintaining cleanliness and hygiene and to report accidents and incidents.

Staff had sufficient skills and knowledge to meet people's needs. People were supported to eat and drink enough to maintain their health and staff sought medical attention if people needed it. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the home supported this practice.

People were supported by staff who were kind and caring and knew people's likes and dislikes. Staff were provided with a sufficient amount of time on care calls to be able to provide compassionate care. People were supported by staff who respected their privacy and dignity.

Staff met people's needs and provided support in line with their wishes and preferences. People had an assessment of their needs before they started using the service and were involved in planning and reviewing their care. The level of detail in people's support plans was variable and the provider told us of their plans to address this.

People were provided with information about how to make a complaint about the service and their complaints and concerns were responded to. The registered manager provided opportunities for people to provide feedback on the service they received.

People knew who the registered manager was and staff told us the registered manager was accessible and provided clear leadership. The management team monitored the quality of the service provided by carrying out checks. We saw these were effective in identifying and addressing areas of improvement.

The five questions we ask about services and what we found