Comfort Call-Stockton

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.

There were enough staff to ensure people received the right level of support. During the pandemic the staff attending calls had not been as consistent as usual but the registered manager had contacted people to explain the reasons why. Although regular staff may have been changed on some occasions, no agency staff had been used. Staff had received training to safeguard people from abuse. Systems and processes were clear and easy for staff to follow to report any concerns. Records confirmed any concerns were effectively managed with actions implemented to improve the service.

Staff told us they felt well supported in their roles and understood when to escalate any concerns or to seek support and guidance. Records evidenced staff received supervisions, observations and competency checks which ensured they followed best practice. Where any concerns were recorded, further training and support was provided. The registered manager and staff team worked closely with external healthcare professionals to ensure people's health and wellbeing was maintained.

Staff training was managed electronically. Due to recent restrictions on providing face to face training sessions, more training had been done online to ensure staff remained up to date with their skills and knowledge. The registered manager was reviewing the training courses available to ensure staff did not have any gaps in their knowledge and skills.

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.

People and their relatives provided very positive feedback about the care and support they received. One relative told us, "I'm often surprised that they are so good with [my relative]. They enjoy their time together. They chat and laugh with him. I can hear even when he's a bit grumpy they remain polite and encourage

him." Staff supported people in a respectful way, involved them in decisions and encouraged independence.

Staff had access to clear information to provide people with safe care and support. Care records had recently transferred to a new electronic system. Care plans and risk assessments were regularly reviewed. People were involved in decisions about their care. Complaints were handled in line with the provider's policy.

Quality assurance systems were in place to monitor the quality of care and support people received. The provider and registered manager sought feedback from people using the service and used this information to make improvements where necessary.