Harlow and Broxbourne team praised by CQC

4th November 2019

A homecare provider based in Harlow in Essex, which provides care and support to people in their own homes across Essex and Hertfordshire, has been rated as ‘good’ for the quality of service it provides by the industry’s regulator. 

Based at the Leah Manning Centre and part of the Healthcare Homes Group, the Harlow branch of Manorcourt Homecare has been inspected by the Care Quality Commission (CQC) and has received this positive rating. 

The team provides support to community members in Harlow, Broxbourne, Nazeing, Waltham Abbey, Cheshunt, Waltham Cross and Hoddeson.  Services include domestic help, personal care, respite services, dementia care and supporting living.  

The CQC is the independent regulator of health and adult social care in England. It makes sure health and social care services provide people with safe, effective, compassionate and high-quality care.

Inspectors visited the team at the Harlow office at the end of August and spent time reviewing the records of people using the service, staff recruitment and training processes and quality monitoring records.

They also spent time with the registered manager, members of the care staff team and people using the homecare service.   The inspector looked to determine whether the service delivered is safe, effective, caring, responsive and well-led and provided detailed ratings on all these areas which contributed to the overall grade. The branch was rated as ‘good’ in all five areas.

Team members at the branch deliver bespoke care based on individual needs and inspectors found that staff were proud and passionate about the quality of their work.  They state: “People’s support plans contained a pen picture about the person and staff were able to tell us about people`s needs, likes and dislikes without referring to care plans. They spoke about people positively and told us how proud they were for being part of people`s lives.”

Inspectors also noted the pro-active involvement encouraged with relatives, noting “People and their relatives were encouraged to be involved in the care planning” and that relatives were complimentary about the service.  They were told,”[Named carer] has been instrumental in helping [them] to rehabilitate. It’s a good relationship, [they] understand and doesn’t treat [them] in a patronising way.”

This positive feedback is also reflected on the independent review website, www.homecare.co.uk where the branch is rated 9.5 out of 10.  Recent feedback includes: “Their carers are very caring, sympathetic and understanding. They go above and beyond the call of duty. The carers leave his house clean and tidy.

“All the carers are incredibly helpful and nothing is too much trouble for them. Thank you all for looking after my dad. We are grateful knowing that he is looked after.”

Branch Manager Adrianna Tevfik said: “Our teams are in the privileged position of working in people’s homes in Essex and Hertfordshire, so it is absolutely crucial that we deliver a service based on dignity, respect and on individual needs. I am delighted that inspectors have found this to be the case, and that our clients and their families are happy with the care we provide.

“We’ll take this positive feedback and continue to build on our service so that we can support people in being independent and at home for as long as possible.”

Manorcourt Homecare, the homecare services division of residential care provider Healthcare Homes, specialises in delivering a range of care packages to people who wish to remain in their own homes for as long as possible. Each branch provides person-centred care and support services that are tailored to individual needs of people requiring in-home care packages.

The full inspection report can be viewed at www.cqc.org.uk.

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