First inspection of Comfort Call - Sunderland, a domiciliary care agency supporting 216 people, rated Good overall and across all five key questions. Minor concerns were noted around rota manageability, communication about late visits, and management responsiveness to staff feedback.
Concerns (4)
moderateStaffing levels
: “The timing of calls leaves something to be desired. As you can see there are times when I am required to be three or four places at the same time, leading to complaints from service users.”
minorCommunication with families: “a small number of relatives said communication needed to be improved as they were not informed if care staff were going to be late.”
minorComplaints handling: “A small number of relatives felt the provider could be more proactive in contacting them first to sort issues out.”
minorLeadership: “some staff said they did not always receive a response.”
Strengths
· Staff praised for skills and abilities; people felt safe with care staff
· Safeguarding concerns handled appropriately and referred to local authority
· Medicines managed safely and people received them on time
· Good IPC practices with staff using correct PPE
· Safe recruitment of new staff
Quality-Statement breakdown (19)
safe: Systems and processes to safeguard people from the risk of abuse; Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Respecting and promoting people's privacy, dignity and independence; Supporting people to express their views and be involved in making decisions about their careGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferences; End of life care and supportGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering, which achieves good outcomes for peopleGood
well-led: How the provider understands and acts on the duty of candour; Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving care; Working in partnership with othersGood