Comfort Call Rotherham

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

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 had a strong proactive and positive culture of safety, based on openness and complete honesty. Staff actively listened to concerns about safety and thoroughly investigated and reported safety events. Lessons were always learnt to continually identify and embed good practice. Accidents and incidents were analysed and trends and patterns identified to ensure future events were mitigated. The registered manager supported staff in a sensitive and nurturing way and identified training needs. An event management document was completed when things went wrong, to identify any lessons learnt. Incidents often resulted in a care plan review to ensure people had access to relevant professionals and support packages were amended accordingly.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. Staff and leaders supported people when they moved between different services. For example, in an emergency situation, staff remained with people until emergency services arrived, informed families and remained in contact with leaders. When people were admitted to hospital, staff and leaders kept regular contact to ensure the support package was reinstated when they arrived home. This included making sure appropriate equipment was in place, so there were no delays in care delivery.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. The provider had a safeguarding policy which directed staff in the appropriate actions to take when abuse was identified. During staff supervision sessions, safeguarding was discussed to ensure staff knowledge was challenged.

The provider always worked well with people to fully understand and manage risks by thinking holistically. Staff provided care that fully met people’s needs and was safe, supportive and enabled people to do the things that mattered to them. Risks associated with people’s care and support were identified and effectively managed to keep people safe. For example, the Herbert protocol was used (The Herbert Protocol is a system to help police and other agencies quickly and safely locate missing people) to ensure information was easily accessible and provided a better chance of locating someone quickly. Risks relating to behavioural strategies were identified and included identifying triggers and provided de-escalation guidance for staff to follow. Risk assessments were also in place where people used equipment such as hoists to support them to transfer. Clear instruction about how to perform these tasks safely, were well documented. Staff received competency checks for moving and handling, to ensure they carried out tasks safely.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. Environmental risk assessments were completed and detailed every aspect of the care environment and access to the property. This included lighting, uneven surfaces, utility shut off points and domestic issues such as rugs and pets. A safety equipment reporting form ensured equipment was serviced and safe to use.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. The provider had a safe recruitment process in place which supported leaders to recruit staff who were suitable to work with vulnerable people. Staff received a comprehensive induction when they commenced employment. Staff were supervised and supported to carry out their roles effectively. There were processes in place to ensure they were trained and had competency checks to ensure they understood their training and could apply their knowledge. Leaders listened to staff when they raised concerns regarding people deteriorating and potentially requiring more support. Leaders requested reviews from funding authorities when required.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. The provider had an infection, prevention and control policy in place. During spot visit checks, leaders checked to ensure staff were adhering to this policy. This included wearing the correct personal protective equipment (PPE), and through hand washing between tasks. Care plan documentation included a section regarding infection, prevention and control and was specific to the care and support required for each person.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. The provider ensured people received their medicines as prescribed. Where people required medicines on an ‘as and when’ required basis, these were carefully planned and assessed to ensure they were administered as prescribed. And missed medicines were identified and actioned straight away. For example, 1 person’s medication administration record, reflected a missed medicine due to the person refusing it. This was identified and action taken to ensure this was offered again. Family ensured the medicine was offered a second time. All this was documented, taken seriously and treated as a medication error.