Comfort Call - Sunderland

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Staff said they received good support and the training they needed. However, staff gave mixed responses about how manageable their rotas were.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Safeguarding concerns, incidents and accidents were investigated. Where required, action was taken to help keep people safe. Medicines were managed correctly and staff followed good IPC practices. New staff were recruited safely.

People's needs had been assessed to determine their care package. This included looking at people's religious, cultural and lifestyle needs. People were supported to have enough to eat and drink and to access other health services when needed.

Care plans were personalised and contained the information staff needed to support people appropriately. Complaints were investigated in line with the provider's policies and procedures. This included identifying areas for improvement.

The provider had a structured approach to quality assurance which included various checks on people's care. People, relatives and staff had opportunities to provide feedback, which the provider reviewed. The provider had developed a service improvement plans to help promote on-going development of the service.