‘Outstanding’ care by Thurrock branch praised by industry inspector

18th December 2019

Manorcourt Homecare’s Thurrock branch, which provides care and support to people in their own homes, has been rated as ‘good’ for the quality of service it provides by the industry’s regulator, with an ‘outstanding’ rating for the caring nature of its service.

Based in Whitehall Lane and part of the Healthcare Homes Group, the Thurrock branch of Manorcourt Homecare was inspected by the Care Quality Commission (CQC) in October and has now received this positive grading.

The team provides support to older and younger members of the community in the local area. 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 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 four areas and ‘outstanding’ relating for ‘caring’.

Team members at the branch deliver bespoke care based on individual needs and found the service’s caring style “meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.”

Inspectors highlight a range of examples where staff go out of their way, often in their own time, to support people and ensure they are happy.  The report describes how carers have taken clients to special occasions in their own time, helped with holiday bookings and even cared for a pet in their own home.

They state, “Staff were highly motivated and committed to making sure people’s lives were enriched by going the ‘extra mile’ to promote people’s well-being, celebrate special occasions and make people feel special.”

And, “Staff spoke very passionately about their roles and were proud of the service they provided. They clearly cared for people deeply and were committed to empowering people and providing the best quality care possible.”

This positive feedback is also reflected on the independent review website, www.homecare.co.uk where the branch is rated 9.7 out of 10.  Recent feedback includes: “Outstanding service. Carers are so lovely, kind and will go out of their way to help. Everyone is a total godsend. Without this service and carers’ support, I really would be at a loss. These guys are so supportive, kind and most of all, there when you need them.”

Branch Manager Karen Exley said: “I am extremely proud of the entire team at Thurrock, who really do love their work and care passionately for the people we support. 

“Our clients must trust us, as we are given the privilege of being welcomed into their own home, and I am delighted to see from this report that inspectors found this to be the case, and found the caring nature of our service to be exceptional.

“We continuously look for ways to improve, through speaking with our clients, their families and the wider industry, so that we can create the most effective care packages.  This report now gives us additional insight into our level of service which we will use to further enhance our provision, of which we are so proud.”

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

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