- Homecare service
Comfort Call-North Tyneside
Assessment report published 16 October 2026
Contents
Ratings
Our view of the service
Date of Assessment: 31 July 2026 to 14 August 2026.
This assessment was carried out due to the length of time since the previous inspection. Comfort Call – North Tyneside provides personal care and support to people living in their own homes. At the time of the inspection, 80 people were receiving personal care in their own homes including people with physical health needs, older adults, autistic people and people with a learning disability.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. The service demonstrated practice which reflected the principles of this guidance.
Staff supported people to transition safely into the service. Staff responded to safety concerns to identify learning and protect people from avoidable harm. Some improvements were needed to minimise risks to people in their own home and ensure environments were kept consistently safe. Managers ensured staff were competent and allocated to meet people’s needs in a safe and timely manner. Medicines were safely managed to ensure they met people’s needs.
Staff engaged with people to fully assess their care and support needs, consider risks and develop care plans to meet their goals and objectives. Staff worked exceptionally well in collaboration with external care teams to support people. Staff informed and supported to live healthier lives to improve their wellbeing. Staff consistently looked at ways to improve outcomes for people and respected their choices and decisions.
People received exceptional care and support which was kind and thoughtful. Respect and compassion were embedded throughout the service. Staff recognised people’s individuality and independence. Staff made every effort to support people to meet their needs and preferences. Staff worked in partnership with people and welcomed their feedback. Staff responded to people’s immediate needs in a timely manner and were flexible to accommodate personal requests. The provider cared about their staff and had several initiatives to support staff wellbeing.
People were at the heart of the service. Staff ensured people had a person-centred plan of care and could access services to meet their needs. Staff worked with other services to support people who may need care at another location. People were informed about their care and treatment. Staff provided information in a format which people could understand. Staff actively listened to feedback from people to ensure equity of service. Some improvements could be made to support people in planning for their future needs.
There was an openness, togetherness and positive culture where all staff were committed to ensuring best outcomes for people. Managers set the scene with their compassionate and inclusive leadership approach. Staff were comfortable speaking up and contributing to the development of the service. The service worked exceptionally well with partners, professional colleagues and truly supported their local communities. Governance and assurance processes were well organised to monitor outcomes for people and identify opportunities to learn and develop. Staff had been involved in several projects to improve outcomes for people.
People's experience of this service
People and family members were highly positive about the care and support they received. People felt safe and supported by the staff and received their visits as agreed and had not been let down by the service. One person told us, “If it wasn’t for the staff, I’d just sit here and rot!”
People described the positive impact being involved in setting up and agreeing their plan of care and their involvement in reviews. People knew how to contact the service in the event of an urgent matter or out-of-hours. Relatives described how staff ‘get along’ with their loved ones, sharing a laugh together and how they are happy when staff arrive.
People described how staff had improved their quality of life and one person told us, “They talk to me and lift me out of myself.”
People gave us exceptionally positive feedback about the respectful manner and caring nature of staff. One person told us, “They never rush me and always have time to sit and talk to me.” A relative commented how staff approach their loved one in, “A really nice way.”
People told us they knew how to raise concerns and how proactive the office were at ringing them, “To see how everything is going.” People described how the staff had taken time to get to know them with one person telling us, “I understand the carers and they me. We all get along very well and I enjoy their company.”
People described the registered manager as helpful and very easy to talk with. More than one person commented how they would recommend their service to others.