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Inspection Summary

Overall summary & rating

Requires improvement

Updated 6 March 2019

Rating at last inspection: Inadequate (Report published on 15 August 2018).

About the service: Comfort House is a residential care home that provided personal care for up to 42 people. At the time of the inspection, 32 people were living at the service.

People’s experience of using this service:

¿ People and their relatives were positive about the service and the improvements made since we last inspected. The registered manager and staff had updated many procedures for the benefit of people receiving care and support. We need to ensure this is maintained over a longer period of time.

¿ People's needs were assessed before moving into the service. Tailored care plans with associated risk assessments were also put in place to keep people safe and ensure their needs were met how they wanted.

¿ Safeguarding systems and processes were in place, including staff training and reporting of concerns appropriately. People told us they were safe and relatives confirmed this.

¿ Accidents and incidents were recorded and reported correctly. The registered manager analysed incidents to minimise the risk of them happening again and looked for any trends forming.

¿ There were enough safely recruited, trained and supported staff working at the service and this was monitored by the registered manager. The registered manager had booked further training to take place and we have made a recommendation regarding training in pressure damage (skin care).

¿ Medicines were generally managed well. We did find some recording issues, which were addressed immediately.

¿ People’s dietary needs were met, but we had mixed views on the food prepared. The registered manager had this in hand already.

¿ People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

¿ The service was clean, tidy and homely.

¿ Activities were occurring and had greatly improved and measures were in place to maintain this.

¿ The registered manager led the team with an open and honest approach. They were kind and caring as were the rest of the staff team.

¿ Complaints had been dealt with effectively, but some outcomes had not always been documented, this was to be addressed.

¿ The registered manager was very visible within the service and knew people and visitors well. Audits and checks were completed to ensure quality was monitored and continually improved upon. Links with the local community had improved.

For more details, please see the full report below and which is also on the CQC website at

Why we inspected: The inspection was a planned inspection based on the previous rating. This service has been in Special Measures. Services that are in Special Measures are kept under review and inspected again within six months. We expect services to make significant improvements within this timeframe. During this inspection the service demonstrated to us that improvements have been made and is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is now out of special measures.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner.

Inspection areas


Requires improvement

Updated 6 March 2019

The service was not always safe.

Details are in our Safe findings below.



Updated 6 March 2019

The service was effective.

Details are in our Effective findings below.



Updated 6 March 2019

The service was caring.

Details are in our Caring findings below.



Updated 6 March 2019

The service was responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 6 March 2019

The service was not always well-led.

Details are in our Well-Led findings below.