Comfort Call Rotherham

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff knew people well and understood their needs and preferences. One staff member said, “I always gain consent by knocking and entering saying hello and ask if it’s ok to begin with their support and include them during every step of their care.” One staff member said, “I always treat people with respect and dignity, for example, when hoists being used.” One person said, “The care staff do wonderful things everyday just by visiting.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. A care summary was in place which gave information about people and their life. For example, 1 person liked music and had access to a wide variety of music by their favorite artist. Staff took time to play the music and chat about relevant topics.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to have choice and control over how they preferred their care and support to be delivered. The registered manager regularly reviewed care plans with people to ensure they were still current and reflected their choices and preferences. One staff member said, “I involve the people or their relatives in the assessment and care planning as much as they wish to be involved, it is practicable to engage them in a format and method of assessment deemed most appropriate to aid their understanding and ability to work with you to explore the outcomes they wish to achieve in their daily life.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The registered manager listened to staff when they raised concerns about peoples care and support. For example, 1 staff member noticed some redness to a person’s wrist due to a pendent alarm rubbing on it during the night. The pendent was moved to the opposite wrist to avoid further discomfort. External professionals had raised concerns regarding staff not knowing how to use certain kitchen utensils and equipment. The registered manager devised easy step guides for food preparation and circulated them around the staff team.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had access to an employee handbook which included information about flexible working policy along with several other policies designed to promote equality and support staff wellbeing. These policies demonstrated a commitment to creating a supportive and inclusive work environment. Staff felt listened to and were given several opportunities to meet with the management team. Staff had access to well-being and welfare engagement meetings every 6 weeks in addition to supervision sessions. Staff had access to an employee assistance program. The purpose of the Employee Assistance Programme (EAP) policy was to outline the support in place for employees experiencing work or personal issues that had the potential to affect work performance and/or jeopardise the safety of people, fellow workers, or members of the public.