Comfort Call Rotherham

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People experienced care and support from staff and leaders who were committed to ensuring people were at the heart of their care and support. Care plan documentation was considerate of people's needs and wished. Specific person centred instructions were available in care plans for positive behavioural support. For example, 1 person required staff to distract them from conversations or situations that may leave them feeling angry or frustrated.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff and leaders supported people to access health care professionals and had the ability to follow their guidance. Staff and leaders took time to complete detailed care notes to show events that had taken place and to guide other staff in delivering safe and appropriate care and support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was keen to ensure good communication channels existed to ensure people received appropriate information about their care and the service. People’s care plans detailed how they communicated, and staff adhered to this. An information governance framework was in place and ensured personal data and confidential business information remained confidential. People had access to a service user guide which gave contact numbers and clear guidance of what to do in certain circumstances.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider was receptive to all feedback and used it to enhance their service. A complaints policy was in place and detailed how to raise a concern and what the expected timeframes were. The provider took care to ensure a full investigation took place and the complainants’ outcomes were met. A process known as the ‘voice of the customer’ was in place. This included face to face or telephone conversations to check everything was going as planned. One relative said, “If I needed to complain and I do not, I would just call the office who are really helpful.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager told us they ensured equality in all care situations to reduce barriers to care, such as language, cultural needs and mobility. For example, on 1 occasion, the service had increased staff for safety purposes to enable people to carry on with their care. Support was provided to another person so they could access their mental health appointment for their injection as they would not go without the support of staff. On other occasions staff had accessed food parcels from a local organisation and shopped at charity shops for clothing to ensure people had access to food and clothing. There was an out of hours system available for people and staff to obtain advice at any time of the day or night from the management team.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff understood people’s right to receive care and support that met their individual needs and preferences. One person wanted to withdraw money from the bank and required the support of staff to facilitate this safely. The provider allocated 2 staff to enable this to happen. Another person required staff to keep conversations light-hearted, clear and concise to help them process information without becoming overwhelmed. Staff ensured this support was provider which reduced the person’s anxieties and supported them to be involved in achieving their outcomes.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff and leaders were compassionate and supported people receiving end of life care. They worked closely with the hospice and palliative care team to ensure people were supported appropriately. Care plans included information about people’s needs and wishes. Staff were trained in end of life care and provided support for the family as well as the person. The provider had a death and dying policy in place explaining the role of carers, and advanced care planning. Staff had access to bereavement counselling.