Comfort Care

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. The service proactively monitored the standard of care people received and regularly engaged with people and their relatives to ascertain their views. Processes were in place to implement changes to service delivery if this was required.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. Assessments were completed prior to people receiving support from the service. Records evidenced that, where required, managers at the service liaised with professionals to seek advice and make referrals to health and social care organisations.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. People told us they felt safe with the support provided to them. Staff received training in safeguarding adults and their practice and competency in this area was assessed. Processes and policies were in place to manage safeguarding incidents should they arise.

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things which mattered to them. Records evidenced people and their relatives were involved in care planning and regular reviews. People told us they were informed of and involved with any changes. A person told us, “The manager turns up and lets me know what’s happening.”

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. A comprehensive assessment of the care environment took place prior to the commencement of care. This ensured care could be delivered safely for both people and staff. Where people required support with the use of equipment, records evidenced the service made appropriate referrals. For example, a person was struggling to use a particular piece of equipment and managers at the service contacted the appropriate service to request a review of the equipment used.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. Staff were recruited safely and received ongoing training to support them to care for people safely. Feedback from people and their relatives regarding staff was positive. A relative told us, “All the carers are very good, very attentive.”

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff had access to sufficient supplies of personal protective equipment (PPE) which they could collect as and when needed. Staff received training in how to manage infection prevention and control.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. Staff were trained in medicines administration and regular spot checks of their competency took place. Where people were supported with their medicines, appropriate records were completed and these were audited regularly by the service.