Archived: Comfort Call- Leeds

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• 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 service involved people and treated them with compassion, kindness, dignity and respect. We looked if people were valued and treated as partners in their care. This key question has been rated good. During this inspection we found staff ensured people had independence, choice and control. The service was seeking feedback from people and results showed people were overall satisfied with their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us staff were caring and sought their consent before providing care. Comments included, "Every time when [Name] finishes, they will ask what I would like. [Name] asks me (on arrival) what I want first, shower or shopping. I’m in control and I can say I’m not in the mood." One relative told us the positive impact that staff had on their loved one having a regular carer who spoke their native language.

Staff encouraged people to be as independent as possible. A staff member told us, "We encourage people to do things for themselves. If a person has the capacity to do something, we allow them to do it whilst we watch them do it." Staff told us they knew people well and had enough time to spend with people. A staff member told us, "I know the people I care for very well; I can provide whatever support they need. People have the right to refuse, I ask them what they want" and "I know the people I care for very well."

The service was seeking feedback from people and results showed people were overall satisfied with their care. When concerns were identified or suggestions made, the records showed the actions taken. The provider had an equality and human's right policy and we found this was being followed. The service was recording positive feedback and compliments received from people and relatives in relation to the carers who supported them. There were examples of how the relationship established between people and staff had a positive impact on people. Comments included, "[Name of carer] gets me well and understands me" and "[Name of carer] makes time to sit and talk with my mum. [Name of carer] sits and puts my mum’s music on which mum really enjoys this."

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.