Comfort Call - Latham Court

Updated 11 December 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The inspection was carried out by one inspector.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

We gave the service 24 hours’ notice of the inspection. This was because the service is small, and people are often out, and we wanted to be sure there would be people at the office to speak with.

Inspection activity started on 17 November 2021 and ended on 19 November 2021. We visited the office location on 17 November 2021.

What we did before the inspection

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We contacted and received feedback from the local authority. We used all this information to plan our inspection and formulate our ‘planning tool’.

What we did during our inspection

During the inspection, we spoke with five people using the service or their family members about their experience of care on the telephone. We also spoke with the registered manager and gathered information from four members of staff.

We looked at three people’s care records and a selection of other records including quality monitoring records, recruitment and training records for all four staff.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.

Updated 11 December 2021

Comfort Call Latham Court is a domiciliary care agency that provides personal care to people in their own homes. At the time of the inspection 30 people were using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

People confirmed they received their medications and calls on time. Staff knew how to report safeguarding concerns and staff were recruited safely. People told us they felt safe receiving care from Comfort Call Latham Court. Comments included, “They are 10/10." "We always feel [relative] is safe." There were comprehensive risk assessments in place which were tailored to reflect each person’s assessed need.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests the policies and systems in the service supported this practice. People were supported to eat, and drink where needed, and staff were trained, supervised and appraised in line with the policy of the organisation.

Staff treated people with kindness, compassion and dignity. People confirmed they were involved in choices and decisions regarding their care and support, including a choice of which staff would support them. People’s diverse needs were catered for.

Relatives confirmed communication from staff was good, and staff supported people to make healthcare appointments where needed. Complaints were investigated and responded too, and staff were trained in end of life care. Care plans were person centred and reflected the needs of each person. Routines were discussed with people, and they had been involved in completing their care plans.

There were audits and quality checks in place, complete with action plans.

The registered manager understood their role and responsibilities and had reported all notifiable incidents to CQC.

Rating at last inspection

This service was registered with CQC on 8 June 2020 and this is the first inspection.

Why we inspected

We inspected this service in line with our planned inspection regime.