- Homecare service
Comfort Call Rotherham
Assessment report published 17 June 2025
Contents
Ratings
Our view of the service
Date of Assessment: 12 May to 20 May 2025. The service is a care at home service providing support to adults. At the time of our assessment the provider was supporting 112 people. We carried out the assessment due to the age of the current rating. The provider had a good learning culture and people felt comfortable to raise concerns. Leaders investigated incidents thoroughly and looked for ways to improve the service. People were protected and kept safe, and staff were knowledgeable about safeguarding people from the risk of abuse. Risks associated with people’s care were identified and managed to keep people safe. There were enough staff with the right skills, qualifications and experience. Leaders made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. People were involved in assessments of their needs and in planning their care and support. Staff reviewed assessments taking account of people’s communication, personal and health needs. Staff worked with other professionals and agencies involved in people’s care to ensure the best outcomes for people. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff knew people well and understood how people preferred their care to be delivered. Leaders and staff had a shared vision and culture based on the provider’s values of community, courage and heart. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. There was a culture of continuous learning and improvement, with staff given time, support and resources to try new ideas.
People's experience of this service
People and relatives were complementary about the service and the care and support they received. Several people told us staff made a difference by stopping and talking to them and sharing a laugh. One person said, “They [staff] give comfort to me and sometimes sit and chat. It’s the highlight of my day.” One relative said, “[Family member] asked for female carers, but 1 day there was a problem with staff, so they agreed to a male carer. A really lovely male came and treated [family member] with respect and dignity.” People felt safe in the company of staff. One person said, “I just feel safe and reassured during and after a visit from my carer.” Another person said, “I am over the moon with the carers, they have changed my life just by their visits.” People and relatives told us their care plans were an accurate reflection of the support they required, and relevant conversations had been held with people and relatives. Everyone we spoke with told us they knew how to raise a complaint, but felt they had open dialogue with the staff and leaders and could voice their views without having to make a formal complaint. People and relatives told us they had confidence in the staff and leaders and said they received a high quality of care. One person said, “I am very lucky to have this agency.”