Comfort Call Gateshead

At the time of the inspection, the location did not care or support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

People and relatives were happy with the service and the care people received. A new staff rota system had been implemented since the last inspection and most people and relatives reported they received care from consistent staff who mostly arrived on time and stayed for the correct duration. People and relatives told us they had raised concerns previously and these were acted upon and resolved. However, a small number still felt things raised weren't always acted upon. We have made a recommendation about this.

Lessons had been learned since our last inspection and improvements had been made. The provider learned from previous accidents and incidents to reduce future risks to people.

There were enough staff to meet people's needs and the provider was operating a continuous recruitment process to increase staffing levels further. Safe recruitment processes were followed. There were systems in place to keep people safe. Risks to people's health, safety and well-being were managed. Staff safeguarded people from abuse. Medicines were safely administered and managed. The provider and staff protected people from the risk or spread of infection.

Staff were kind and compassionate and supported people in a respectful, dignified manner. Staff encouraged people to maintain their independence where safe and possible to do so. Relatives supported people to make decisions around their care and support.

The provider had quality assurance process in place which included regular audits and spot checks. Most people and relatives were happy with the service and felt it was well-managed. Comments included, "I

would describe (staff) as kind and caring. For any major changes I am called. I know the full pool of people that come, and they support [family member] in the way that she prefers" and, "I wouldn't have recommended in the past but now things have improved, I would." The registered manager promoted an open and honest culture and was approachable. People and relatives were regularly consulted about the quality of the service through surveys and reviews.