Comfort Care

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.
 

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans were made in partnership with people and their relatives to ensure care reflected their preferences. The service was in regular contact with people and records were updated so plans were always current.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service worked with health and social care services and shared information when required to ensure people received the appropriate level of care. Where people came back to the service, for example following a hospital stay, people told us the service adapted to any changes in need. A relative told us, “The hospital sometimes don’t let us know when [relative] is coming home, but [manager] had been great at contacting everyone.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People, their relatives and staff had access to handbooks from the service, these outlined expectations, important contacts and how to raise concerns if needed. People’s communication needs and preferences were assessed to ensure information was delivered in line with their needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People were regularly invited to share their feedback about the service and discuss what was working well for them, and any areas for change. Where people’s needs changed, the service was quick to respond to this.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records evidenced that where required, the service made appropriate referrals to health and social care agencies and supported people to access these services.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The service was proactive in continually assessing the needs of people and communicating updates. Regular reviews ensured care and support remained at the correct level for the individual.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People had the opportunity to discuss their plans for end of life care should they wish to do so, and the appropriate training, policies and processes were in place to support this. At the time of the assessment, the service was not supporting anyone receiving end of life care.