23 February 2016
During a routine inspection
Comfort Call Meadowfield House is a domiciliary care service which provides personal care to people living in their own homes in Thornaby. At the time of the inspection 43 people were using the service. 41 people using the service lived in an Extra Care housing complex operated by another agency at Meadowfield House. Meadowfield House was also the location of the service’s office. Two people who used the service lived at home in the wider community.
The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People felt safe using the service. Risks to them were assessed and care plans were designed to minimise them. Staff understood safeguarding issues and were alert to the possible types of abuse that can occur. Procedures were in place to deal with safeguarding issues.
Policies and procedures in place to ensure that medicines were handled safely.
Staffing levels were sufficient to allow people to be regularly supported by the same carers. The service’s recruitment procedures minimised the risk of unsuitable staff being employed.
Staff received training in a wide range of areas, and felt confident to request any additional training the needed to support people effectively.
Staff received regular supervisions and appraisals, and felt they could raise issues or support needs at any time.
People were supported to access external professionals to maintain their health and wellbeing.
Staff had a working knowledge of the principles of consent and the Mental Capacity Act and understood how this applied to supporting people in their own homes.
People said staff were respectful, treated them with dignity and encouraged them to maintain their independence. People also said staff were kind, friendly and helpful when delivering support.
Care plans were detailed and reflected people’s individual needs and preferences. People were involved in planning their own care, and knew how to request changes if they wanted them.
Staff regularly consulted care plans and daily notes to ensure they were aware of people’s current needs and preferences.
There was a clear policy in place to deal with complaints, and this had been applied when issues had arisen.
Staff described the service as friendly and the registered manager as supportive.
Feedback from people and staff was regularly sought and used to maintain and improve standards.
The registered manager and staff understood their roles and responsibilities and the registered manager could describe the notifications they would make to the Commission.