About the service Comfort Call Kilbourn House and Dewley House provide personal care in two extra care housing schemes to people who live in their own flats. People are under and over the age of 65 years. At the time of inspection 77 people were using the service. The service can support up to 85 people.
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 said they felt safe with the service provided. Staff knew about safeguarding procedures. Safe recruitment processes were in place. Staff worked well with other agencies to ensure people received care and support.
All people and relatives were complimentary about the care provided by care staff. They trusted the care workers who supported them. They said staff were kind, caring and supportive of people and their families. One person commented, “Staff are very caring. They spend time talking to me, they are lovely.”
People received person-centred care from the care workers. Records were detailed and provided guidance to ensure people received person-centred care and support from all staff members.
People and staff said communication was effective. There were opportunities for people, relatives and staff to give their views about the service.
We were assured that the provider was monitoring the use of PPE for effectiveness and people’s safely.
Systems were in place to manage medicines safely where support was required.
A quality assurance system was in place to assess the standards of care in the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 28 November 2019).
Why we inspected
We received concerns in relation to people’s care and staffing. As a result, we undertook a focused inspection to review the key questions of safe, caring and well-led only.
We found no evidence during this inspection that people were at risk of harm from these concerns. Please see the safe, caring and well-led sections of this report.
We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection. The overall rating for the service has remained the same. This is based on the findings at this inspection
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Comfort Call Kilbourn House on our website at www.cqc.org.uk.
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.