# Comfort Call - Sunderland

*Operated by Comfort Call Limited.*

Comfort Call - Sunderland is a CQC-regulated home-care agency in Sunderland.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 16/09/2022

## Practical info

- Postcode: SR5 2TA
- Registered manager: Donoghue, Nicole
- Local authority: Sunderland
- Region: North East
- City: Sunderland
- Last CQC check: 16/Sep/2022 - 00:00

## Inspection findings

### caring

- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2022-09-16
- Finding
  - Respecting and promoting people's privacy, dignity and independence; Supporting people to express their views and be involved in making decisions about their care
  - Published: 2022-09-16

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2022-09-16
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care; Supporting people to live healthier lives, access healthcare services and support
  - Published: 2022-09-16
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2022-09-16
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2022-09-16
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2022-09-16

### Other

- Finding
  - Evidence: Registered manager proactive in submitting statutory notifications
  - Published: 2022-09-16
- Finding
  - Evidence: Structured approach to quality assurance with regular audits and service improvement plans
  - Published: 2022-09-16
- Finding
  - Evidence: MCA principles followed; people supported to make choices
  - Published: 2022-09-16
- Finding
  - Evidence: Personalised, detailed care plans reviewed and updated when needs changed
  - Published: 2022-09-16
- Finding
  - Evidence: Safe recruitment of new staff
  - Published: 2022-09-16
- Finding
  - Evidence: Good IPC practices with staff using correct PPE
  - Published: 2022-09-16
- Finding
  - Evidence: Medicines managed safely and people received them on time
  - Published: 2022-09-16
- Finding
  - Evidence: Safeguarding concerns handled appropriately and referred to local authority
  - Published: 2022-09-16
- Finding
  - Evidence: Staff praised for skills and abilities; people felt safe with care staff
  - Published: 2022-09-16
- **leadership** _(minor)_
  - Evidence: some staff said they did not always receive a response.
  - Published: 2022-09-16
- **complaints_handling** _(minor)_
  - Evidence: A small number of relatives felt the provider could be more proactive in contacting them first to sort issues out.
  - Published: 2022-09-16

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2022-09-16
- Finding
  - Meeting people's communication needs
  - Published: 2022-09-16
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences; End of life care and support
  - Published: 2022-09-16

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2022-09-16
- Finding
  - Preventing and controlling infection
  - Published: 2022-09-16
- Finding
  - Using medicines safely
  - Published: 2022-09-16
- Finding
  - Staffing and recruitment
  - Published: 2022-09-16
- Finding
  - Systems and processes to safeguard people from the risk of abuse; Assessing risk, safety monitoring and management
  - Published: 2022-09-16

### well_led

- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2022-09-16
- Finding
  - Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
  - Published: 2022-09-16
- Finding
  - How the provider understands and acts on the duty of candour; Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2022-09-16
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering, which achieves good outcomes for people
  - Published: 2022-09-16

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-10364241475

HomeCare Compass is an independent guide and is not affiliated with the CQC.