Archived: Comfort Call Guildford Grange

Updated 8 August 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 21 June 2017 and was announced. The provider was given 48 hours’ notice because the location provides a small domiciliary care service and we needed to be sure that someone would be available to meet with us.

The inspection team was made up of one adult social care inspector and one expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection, we asked the provider to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We used this information to help with the planning for this inspection and to support our judgements.

Prior to the inspection we reviewed the information we held about the service, which included correspondence we had received and any notifications submitted to us by the service. A notification must be sent to the Care Quality Commission every time a significant incident has taken place. For example, where a person who uses the service has a serious injury.

Before our inspection we contacted staff at Healthwatch and they had no concerns recorded. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We also contacted members of Sheffield council contracts and commissioning service. They told us they had no concerns about this service.

During the inspection we spoke with 20 people who lived at Guildford Grange. We met with the registered manager. We spoke with five members of care staff. We spent time looking through written records, which included four people’s care records, four staff files and other records relating to the management of the service.

Updated 8 August 2017

We carried out this inspection on 21 June 2017. This inspection was announced, which meant the provider was given 48 hours’ notice of our inspection visit. This was because the location provides a small domiciliary care service and we needed to be sure that someone would be available to meet with us.

Comfort Call provides personal care to people who live in self-contained flats within the extra care housing complex of Guildford Grange. Care and support is provided from 7am to 10pm, with an on call service available throughout the night for emergency support. At the time of this inspection there were 24 people living at Guildford Grange who were receiving a service from Comfort Call.

There was a manager at the service who was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt happy and safe living at Guildford Grange and with the care and support they received from Comfort Call. Comments included, "The staff are so caring and polite, they cheer me up every day," "I am very lucky to be here as this is a fantastic place"

There were enough staff available to ensure people’s needs were met. The service had robust recruitment procedures to make sure staff had the required skills and were of suitable character and background.

Staff were confident about how to protect people from harm and what they would do if they had any safeguarding concerns. They were confident any concerns would be taken seriously by management.

Medicines were stored safely and securely, and procedures were in place to ensure people received their medicines as prescribed.

People were supported by an enthusiastic and caring staff group. Staff were supported through training, regular supervisions and team meetings to help them carry out their roles effectively. There was an open and accessible management team.

People were supported to access a wide range of health and social care professionals to help maintain their health and wellbeing.

The registered manager and staff were aware of the requirements of the Mental Capacity Act 2005 (MCA) and what this meant in practice.

Positive and supportive relationships had been developed between staff and people living at Guildford Grange. People were treated with dignity and respect.

There was a range of activities on offer to people living at Guildford Grange.

People received personalised care. Care records reflected people’s current needs and preferences. Care records contained up to date risk assessments and these were reviewed regularly.

There was a complaints policy and procedure in place. People’s comments and complaints were taken seriously, investigated, and responded to.

There were effective systems in place to monitor and improve the quality of the service provided.

The service had up to date policies and procedures which reflected current legislation and good practice guidance.