Comfort Call-Stockton received a Good rating across all five key questions on its first CQC inspection, with people and relatives reporting consistently positive experiences and strong person-centred care. Minor issues were identified around staff confidence with hoist equipment, incomplete care record migration, unreturned office calls, and absence of travel time between calls, all of which the registered manager agreed to investigate.
Concerns (4)
moderate
Staff competency
: “Some concerns were raised about staff not being confident when using hoist equipment. We raised this with the registered manager who confirmed all staff had received training.”
moderateCommunication with families: “Several people we spoke to reported some difficulty getting hold of the office staff. Some reported leaving messages that were not returned.”
minorRecord keeping: “Some details had not yet been successfully transferred across and we highlighted this during our feedback. The registered manager confirmed additional checks would be made.”
minorOther: “Several staff told us they found it difficult that no travel time was factored in between calls. When we highlighted this to the registered manager an investigation was going to be done.”
Strengths
· People felt safe and reported consistently positive experiences with care staff, with no agency staff used despite pandemic pressures.
· Medicines management was well-organised with a new electronic system reducing administration errors and regular audits in place.
· Staff received regular supervisions, observations and competency checks with additional support provided where concerns were identified.
· Care plans contained personalised information including religious, cultural and communication needs, and people were involved in writing their care plans.
· Complaints were handled in line with provider policy, fully investigated and responded to appropriately.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
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: 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: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: 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 staffGood
well-led: Continuous learning and improving careGood