# Comfort Call Gateshead

*Operated by Comfort Call Limited.*

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

## CQC Ratings

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

Rating published: 14/04/2023

## Practical info

- Postcode: NE11 0SR
- Registered manager: Young, Carolanne
- Local authority: Gateshead
- Region: North East
- City: Gateshead
- Last CQC check: 14/Apr/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-04-14
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-04-14
- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-04-14

### Other

- Finding
  - Evidence: Continuous recruitment process in place to maintain adequate staffing levels.
  - Published: 2023-04-14
- Finding
  - Evidence: Robust safeguarding processes in place; concerns reported to local authority in a timely manner.
  - Published: 2023-04-14
- Finding
  - Evidence: Provider worked in partnership with GPs, occupational therapists and local authority to achieve positive outcomes.
  - Published: 2023-04-14
- Finding
  - Evidence: Staff demonstrated kind, compassionate and dignified care; people and relatives expressed high satisfaction.
  - Published: 2023-04-14
- Finding
  - Evidence: Medicines safely administered and managed with regular audits; people confirmed medicines given on time.
  - Published: 2023-04-14
- Finding
  - Evidence: Previous breaches of Regulation 17 (Good governance) fully remedied across staffing, incident investigation, culture and learning.
  - Published: 2023-04-14
- Finding
  - Evidence: New electronic rota and care plan system implemented, reducing late calls and improving staff consistency.
  - Published: 2023-04-14
- **complaints_handling** _(minor)_
  - Evidence: A small number still felt things raised weren't always acted upon. We have made a recommendation about this.
  - Published: 2023-04-14
- **communication_with_families** _(minor)_
  - Evidence: A small number of people and relatives told us they felt communication could be improved with office staff. They fed back that they sometimes didn't receive calls back or information they requested.
  - Published: 2023-04-14
- Finding
  - Evidence: Staff understood safeguarding procedures and the principles of the Mental Capacity Act 2005.
  - Published: 2022-12-24
- Finding
  - Evidence: Service supported people's independence, dignity, privacy and social needs effectively.
  - Published: 2022-12-24
- Finding
  - Evidence: People and family members were highly complimentary about the standard of care and management.
  - Published: 2022-12-24
- Finding
  - Evidence: Robust quality assurance processes including quarterly audits and monthly branch-level analysis.
  - Published: 2022-12-24
- Finding
  - Evidence: Person-centred care records written in consultation with people and their family members.
  - Published: 2022-12-24
- Finding
  - Evidence: Staff received regular supervisions, annual appraisals, induction and up-to-date mandatory training.
  - Published: 2022-12-24
- Finding
  - Evidence: Effective recruitment and selection procedure with DBS checks, two written references and proof of identification.
  - Published: 2022-12-24

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-04-14
- Finding
  - Using medicines safely
  - Published: 2023-04-14
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-04-14
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-04-14
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-04-14
- Finding
  - Staffing and recruitment
  - Published: 2023-04-14

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-04-14
- Finding
  - Duty of candour; managers and staff understanding quality, performance, risks and regulatory requirements
  - Published: 2023-04-14
- Finding
  - Continuous learning and improving care
  - Published: 2023-04-14
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-04-14
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-04-14

## 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/1-122101919

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