Comforting Hands Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People’s individual needs were at the heart of their care plans. The service worked closely with people and their relatives to ensure people received care appropriate to their needs, wishes and individual circumstances. The registered manager reviewed all the daily notes made by staff and responded immediately if there were things that needed changing.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People received consistent care from regular staff members. This continuity of care helped to improve their health and wellbeing. A relative told us, “They (staff) are always the same, they come in twos.” Another relative told us, “There are about six different staff members, we know them all.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider spent time speaking with people and their relatives to understand their communication needs. The provider ensured people had access to information in a range of formats.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The registered manager had developed regular communication with people and their relatives. Relatives all confirmed they knew how to complain but had not felt they needed to do so. However, they told us when they had raised questions or minor issues they had been satisfied with the registered manager’s responses. One relative commented, “I was very happy with how the [registered] manager dealt with it.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. For example, being flexible and changing call times to suit people’s needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider was aware of the groups of people who were at risk of possible disadvantages and ensured they worked to address any possible barriers within their care.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People’s records included important information about people’s diagnosis and any wishes or advanced care decisions they had made. The provider and staff were sensitive to people’s palliative care situations and did all they could to provide emotional support to people and their families. The registered manager told us, “I always tell staff if they have time then staff are encouraged to ask the family if they need any other support. It’s nice for relatives to come back to a tidy house.”