Comfort Call (Priory Court)

People's medicines were well-managed; and the provider made changes to improve protocols for 'as needed' medicines following our inspection. People were protected from the risk of the spread of infection and accidents and incidents were investigated to prevent the risk of recurrence.

People received care that protected them from discrimination. Staff were well trained and received supervision of their role and assessment of their competency. People were supported to maintain a healthy lifestyle and balanced diet. People's individual choices in relation to their meals were respected. Staff worked in partnership with other health and social care professionals to provide timely and effective care.

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.

Overall, people felt staff were kind and caring and they were treated with dignity and respect. People's right to privacy was respected and independence was encouraged. People were encouraged to discuss their care needs and to request changes to their care package where needed.

People received care that was personalised to their needs, choices and preferences. The provider had systems in place that enabled them to provide documentation in alternative formats; making information accessible for all. The registered manager was taking action to prevent the risk of people becoming lonely and socially isolated. This included group activities in communal areas of the building. The provider responded to formal complaints in accordance with their complaints policy. End of Life Care was not currently provided; however, staff had received training to provide the care if required.

Robust quality assurance processes were in place. These were monitored by the registered manager and made available to senior management to ensure that quality of care provision met the required standards.

Staff felt able to approach the registered manager with any concerns. People told us they wanted to see more of the registered manager and the registered manager told us they would ensure they were more visible to people.

The registered manager was knowledgeable about the regulatory requirements of their role and they were supported by the regional manager to carry out their role effectively.