# Comfort Call-Stockton

*Operated by Comfort Call Limited.*

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

## CQC Ratings

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

Rating published: 19/05/2021

## Practical info

- Postcode: TS23 4EA
- Registered manager: Darby, Claire
- Local authority: Stockton-on-Tees
- Region: North East
- City: Billingham
- Last CQC check: 19/May/2021 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2025-06-25
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2025-06-25
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2025-06-25

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2025-06-25
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2025-06-25
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2025-06-25
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2025-06-25
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2025-06-25

### Other

- Finding
  - Evidence: Staff were well supported with infection prevention and control training, PPE supply, and regular COVID-19 testing.
  - Published: 2025-06-25
- Finding
  - Evidence: The registered manager was approachable, understood duty of candour responsibilities, and submitted appropriate CQC notifications.
  - Published: 2025-06-25
- Finding
  - Evidence: Complaints were handled in line with provider policy, fully investigated and responded to appropriately.
  - Published: 2025-06-25
- Finding
  - Evidence: Care plans contained personalised information including religious, cultural and communication needs, and people were involved in writing their care plans.
  - Published: 2025-06-25
- Finding
  - Evidence: Staff received regular supervisions, observations and competency checks with additional support provided where concerns were identified.
  - Published: 2025-06-25
- Finding
  - Evidence: Medicines management was well-organised with a new electronic system reducing administration errors and regular audits in place.
  - Published: 2025-06-25
- Finding
  - Evidence: People felt safe and reported consistently positive experiences with care staff, with no agency staff used despite pandemic pressures.
  - Published: 2025-06-25
- **other** _(minor)_
  - Evidence: Several staff told us they found it difficult that no travel time was factored in between calls. When we highlighted this to the registered manager an investigation was going to be done.
  - Published: 2025-06-25

### responsive

- Finding
  - End of life care and support
  - Published: 2025-06-25
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2025-06-25
- Finding
  - Meeting people's communication needs
  - Published: 2025-06-25
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2025-06-25

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2025-06-25
- Finding
  - Staffing and recruitment
  - Published: 2025-06-25
- Finding
  - Using medicines safely
  - Published: 2025-06-25
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2025-06-25
- Finding
  - Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrong
  - Published: 2025-06-25

### well_led

- Finding
  - Working in partnership with others
  - Published: 2025-06-25
- Finding
  - Continuous learning and improving care
  - Published: 2025-06-25
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2025-06-25
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2025-06-25
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2025-06-25

## 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/1-6904254548

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