Comfort Call - Liverpool

Comfort Call Liverpool provide care and support at four separate extra care sites across Liverpool. They are Milachip Court, Meadow Court, Latham Court and Linksview, which is also the registered location were the care is managed from. We conducted our site visit at Linksview, and we visited three of the four schemes during our inspection.

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.

People were supported to access healthcare services. However, people's health and well-being were not always monitored appropriately due to relevant records, daily logs and communication between staff not being completed correctly. 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. Staff were trained in a range of subjects relevant to their role and underwent regular supervision and appraisal

Governance and quality checks were in place, however they were not robust enough and did not highlight the concerns we found with regards to some inaccurate risk assessments and incomplete records. This meant the service was not always well-led. The regional manager was open and transparent with us during the inspection and has since started to make improvements in this area.

The organisation worked in partnership with the housing provider and local authority safeguarding teams. Most staff said they liked the regional manager; however, some staff felt the turnover of scheme managers was too high. Feedback was gathered from people using the service and their families which was positive.