Comfort Call (Worksop)

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.

The service had a registered manager in place at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported by staff who understood the risks people could face and knew how to make people feel safe. Staff knew how to report any concerns of abuse or harm they identified when they visited people. People were encouraged to be independent with as little restriction as possible.

People were usually supported by a regular individual or group of staff who they knew. People who required support to take their medicines received assistance to do so when this was needed.

People were provided with the care and support they wanted by staff who were trained and supported to do so and they provided consent to their care when needed. When needed decisions were being made in people’s best interest and improvements were being made as to how these were recorded.

People were supported to consume a sufficient amount of food and fluids that promoted their wellbeing. People received support from staff who understood their health needs.

People were treated with respect by staff who demonstrated kindness and understanding. People were involved in determining their care and support. They were shown respect and treated with dignity in the way they wished to be.

People’s care plans did not contain all the required information to ensure their care and support was delivered as needed. People were informed of how to express any issues or concerns they had so these could be investigated and acted upon.

People who used the service and care workers were able to express their views about the service which were acted upon. The management team provided leadership that gained the respect of care workers and motivated them as a team. There were systems in place to monitor the quality of the service so that improvements could be made when needed.