We carried out a review of the data available to us about Comfort Call-Stockton on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Comfort Call-Stockton, you can give feedback on this 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.