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Comfort Call Middlesbrough Good

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 25 February 2020

About the service

Comfort Call Middlesbrough is a domiciliary care service providing personal care to people in their own homes. The service supports people in Middlesbrough, Redcar and Cleveland and North Yorkshire. At the time of the inspection 294 people were receiving personal care from the service.

Not everyone who used the service received personal care. The Care Quality Commission (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.

People’s experience of using this service and what we found

People were happy with the service and spoke positively about the care they received. One person said, “They treat my mam like it’s their own mam.”

Medicines were managed safely and risks to people addressed. People were supported by stable staffing teams who had been safely recruited.

Staff received regular training, supervision and appraisal. 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 received personalised support that was regularly reviewed with them. Staff were knowledgeable about people’s support needs. Clear complaints processes were in place.

Good governance processes were in place. Feedback was sought and acted on. People, relatives and staff spoke positively about the management and leadership of the service.

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

Rating at last inspection

The last rating for this service was good (published 17 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 25 February 2020

The service was safe.

Details are in our safe findings below.



Updated 25 February 2020

The service was effective.

Details are in our effective findings below.



Updated 25 February 2020

The service was caring.

Details are in our caring findings below.



Updated 25 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 25 February 2020

The service was well-led.

Details are in our well-led findings below.