Archived: Comfort Call- Leeds

Ratings

• Overall

  Good

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Comfort Call is a domiciliary care agency. It provides personal care to people living in their own homes. The assessment commenced on 12 March 2024 and was completed by 19 March 2024. The assessment included a site visit to the service on 12 March 2024 and 20 March 2024. We looked at 11 quality statements; Safeguarding, involving people to manage risks, Safe and effective staffing, Medicines optimisation, Independence choice and control, Equity in experiences and outcomes, Shared direction and culture, Capable, compassionate and inclusive leaders, Freedom to speak up, Workforce equality, diversity and inclusion, Governance, management and sustainability. We found a breach of the legal regulation in relation to governance as quality assurance systems were not effective. We also found a continued breach of safe care and treatment. We continued to find issues with risk assessments and also concerns about the management of medicines. The registered manager had planned to continue to improve the service and allocate the resources to achieve this. We have asked the provider for an action plan in response to the concerns found at this assessment.

People's experience of this service

People were positive about the care they received from comfort call and said they felt safe. People and relatives told us they felt well supported by staff who were kind and caring. They told us at times, there had been challenges in relation to visiting times and staff staying their allocated times. People and their relatives had mixed views on how well medicines were managed. Some people’s medicines were not always given at the correct times. People and relatives told us improvements were needed in how the service was managed. Their comments included, "I think it could be managed better from their side. It’s the visit times. I need a reliable routine." The service was seeking feedback from people and results showed people were overall satisfied with their care.