Comfort Call – St Andrews House, an extra care service supporting 13 people, was rated Good across all five key questions at its first inspection under the new provider. Minor issues included a missing item in one staff file and the new manager not being widely known, but a strong team leader, robust governance and person-centred care were evident throughout.
Concerns (2)
minor
Leadership
: “A new manager was in post and not all people we spoke knew who the manager was.”
minorRecord keeping: “We found one staff file to have a missing item, this was fed back and rectified immediately by the manager.”
Strengths
· Safe medicines management with staff working in partnership with GPs
· Sufficient staffing deployed over 24 hours to meet people's needs
· Comprehensive induction and ongoing training programme for staff
· Person-centred care plans reflecting individual needs and life history
· Compassionate and kind staff respecting privacy, dignity and independence
Quality-Statement breakdown (22)
safe: Staffing and recruitmentGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
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; supporting people to access healthcare servicesGood
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: End of life care and support; planning personalised careGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships and follow interestsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering; working in partnership with othersGood
well-led: Duty of candour; continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staffGood