Comfort Call-Stockton

Updated 19 May 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by two inspectors and two Experts 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.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection-

We spoke with 17 people who used the service and seven relatives about their experience of the care provided. We spoke with 12 members of staff including the regional manager, registered manager, administrator, care coordinators, care workers and senior care workers.

We reviewed a range of records. This included five people’s care records including medication records. We looked at four staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We received email feedback from a further 12 staff.

Updated 19 May 2021

About the service

Comfort Call-Stockton is a domiciliary care agency providing personal care to 112 people at the time of the inspection.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People told us they felt safe using the service. One person told us, “Yes, I definitely feel safe. [The staff] are absolutely brilliant. It’s nice to know they are coming. It’s a pleasure to have them in the house.” People confirmed they received their medicines as prescribed from suitably skilled staff. Medicines records were maintained, and associated checks completed.

There were enough staff to ensure people received the right level of support. During the pandemic the staff attending calls had not been as consistent as usual but the registered manager had contacted people to explain the reasons why. Although regular staff may have been changed on some occasions, no agency staff had been used. Staff had received training to safeguard people from abuse. Systems and processes were clear and easy for staff to follow to report any concerns. Records confirmed any concerns were effectively managed with actions implemented to improve the service.

Staff told us they felt well supported in their roles and understood when to escalate any concerns or to seek support and guidance. Records evidenced staff received supervisions, observations and competency checks which ensured they followed best practice. Where any concerns were recorded, further training and support was provided. The registered manager and staff team worked closely with external healthcare professionals to ensure people's health and wellbeing was maintained.

Staff training was managed electronically. Due to recent restrictions on providing face to face training sessions, more training had been done online to ensure staff remained up to date with their skills and knowledge. The registered manager was reviewing the training courses available to ensure staff did not have any gaps in their knowledge and skills.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and their relatives provided very positive feedback about the care and support they received. One relative told us, “I’m often surprised that they are so good with [my relative]. They enjoy their time together. They chat and laugh with him. I can hear even when he’s a bit grumpy they remain polite and encourage him.” Staff supported people in a respectful way, involved them in decisions and encouraged independence.

Staff had access to clear information to provide people with safe care and support. Care records had recently transferred to a new electronic system. Care plans and risk assessments were regularly reviewed. People were involved in decisions about their care. Complaints were handled in line with the provider’s policy.

Quality assurance systems were in place to monitor the quality of care and support people received. The provider and registered manager sought feedback from people using the service and used this information to make improvements where necessary.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 2 July 2019 and this is the first inspection.

Why we inspected

This was a planned inspection to assess the standard of care delivered by the service and award a rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.