Comfort Call (Worksop)

Updated 20 December 2019

The inspection: We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: One inspector carried out the office inspection and an Expert by Experience spoke with clients and relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type: The service is a 'domiciliary care agency' providing care to people in their own homes. At the time of inspection, the service supported 155 people.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided

Notice of inspection: We gave the service 72 hours' notice of the inspection because we wanted to make sure someone was available to speak with us. We visited the registered office on 9, 10 October 2019 and made telephone calls to people receiving a service and their relatives on 10, 11 October 2019.

What we did before the inspection: Information had been gathered before the inspection from notifications sent to us. Notifications are used to inform us about certain changes, events or incidents that occur. We received feedback from local authorities that contracted services and reviewed other information from people who made their views known to us.

The provider sent us a provider information return. Providers are required to send us key information about their service, what they do well and improvements they plan to make. This information helps support our

inspections.

During the inspection: We spoke with the three care staff, the care coordinator, area manager and the registered manager. We looked at care files belonging to six people who used the service and recruitment files including training records for six staff. We viewed records and documentation relating to the running and monitoring of the service. As part of our inspection we invited people to speak with us about their experience of the care they received. We obtained feedback from people in a variety of ways. We met with a group of four people and one relative who received support from the service. By telephone we spoke with 14 people and six relatives so we could ask them about their views of the quality of care they received.

After the inspection: We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We contacted health and social care professionals who worked with the service on 16 October 2019 to gather their views about the service.

Updated 20 December 2019

About the service: This service provides care and support to people living in their own homes within the community. At the time of the inspection there were 155 people using the service.

People's experience of using this service: Staff were motivated to provide person-centred care based on people's choices, preferences and likes. People were supported to do the things they wanted to in the way they wanted. Staff dedication was praised by people who received care and their relatives. People were safe from harm because the provider had systems in place to manage safeguarding concerns and staff were appropriately trained in this area. Risks were managed safely but risk records had not always been completed effectively.

Sufficient numbers of staff were employed so that people's needs were met. People received effective support with their medicine. Guidance for staff on people's as and when required medicines was not always in place. People were supported to keep their homes clean and staff followed good food hygiene practice.

Staff were trained, skilled and well supported by the management team to do their job. people had good relationships with the staff who protected their rights to lead as normal a life as possible. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Care records reflected people's current needs but required a more person centred approach. Records of peoples and relatives feedback showed us staff were kind and caring. People's privacy and dignity were respected. Staff promoted people's independence in all aspects of their life. Complaints and concerns had been responded to appropriately. Quality audits had been completed but some had been missed over the last 12 months. There was a registered manager in charge of day to day operations, whose office team were in regular contact with staff and people.

Rating at last inspection: At the last inspection on 8 April 2017 we rated the service Good.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.