We carried out a review of the data available to us about Comfort Call Bowmont House on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Comfort Call Bowmont House, you can give feedback on this service.
Comfort Call – Bowmont House is an extra care scheme providing care and support to older people living in their own flats in one larger building. There were 25 people in receipt of personal care at the time of inspection.
People’s experience of using this service
People felt safe and at home. Staff knew people well and were mindful of any risks they faced. Bespoke risk assessments were in place and staff worked well with external professionals to support people when they were more vulnerable. Staff knew what action they would take if abuse was suspected.
Staff were well trained and well supported through regular themed supervisions and appraisals.
Continuity of care was strong, with a low turnover of staff. Missed or late calls were extremely rare. Rota planning was effective and arrangements were in place to prevent delays and missed calls.
People were treated with dignity, respect, patience and good humour.
Care plans were sufficiently detailed, person-centred, and with input from external health and social care professionals. People were involved in their care planning and review.
The service enabled independence in that it bridged a gap between people living on their own at home and people moving to a residential care service. The majority of people felt the service did this well.
End of life training and external links with specialist professionals were in place. The provider recognised more could be done to broach conversations about advanced care planning and end of life care at an earlier stage. We have made a recommendation about this.
The service was well-led. The care scheme coordinator was well respected by staff and well known by people who used the service. The culture was an open one. People and staff felt they could raise concerns or queries through a range of means, and that they would be dealt with appropriately.
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.
Audits at a local level, regionally and by the provider’s national quality assurance team helped ensure quality standards were maintained and people remained safe.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
Good (last report published 15 August 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.
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.
We found there were appropriate arrangements in place to protect people using the service from abuse and respond to any safeguarding concerns. Risks were identified and actions were taken to ensure people’s care was delivered safely. Enough staff were employed to provide safe, reliable and responsive care. The staff received training and support which equipped them to effectively meet the needs of the people they cared for.
People made decisions about and consented to their care and support. Care was tailored to the individual, well-planned and regularly reviewed to make sure it remained effective. Where needed, people were suitably supported in taking their prescribed medicines and assisted with their health and nutrition.
Staff had formed supportive relationships with people using the service. People told us the staff were caring, respectful and helped them to live as independently as possible.
People were informed about what they could expect from using the service and were given opportunities to express their views and rate their satisfaction. There was a clear procedure for making complaints and any concerns were taken seriously and investigated.
The management provided leadership, promoted an inclusive culture and worked in partnership with the scheme’s housing provider. A continuous quality assurance process monitored the care provided to people and ensured standards at the service were being maintained.
Further information is in the detailed findings below.