Comfort Care

On this page

• 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 provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us staff were kind towards them and respected their choices. A professional told us, “The carers I have observed whilst visiting people appear kind and caring.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People had care plans that were person-centred. People’s preferences for care and support were documented and people confirmed they were given choices about their day-to-day care. A person told us, “I get choices, I tell them [carers] what I want.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had access to a provider handbook which provided information about the service, what level of service they should expect and how to make a complaint. Staff understood the importance of ensuring people had choice and control in their care. A staff member told us, “I gain consent by explaining to the person what I am there to do and ask permission. I always respect the person’s choice and dignity.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Records evidenced that where people’s needs changed, the service was quick to respond to this. Records evidenced professional advice and support was sought when needed and advice was followed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were happy working for the service and felt supported by managers. A staff member told us, “Every week managers contact us individually to check everything is ok and if we have any concerns to discuss.”