# Comfort Call Newcastle

*Operated by Comfort Call Limited.*

Comfort Call Newcastle is a CQC-regulated home-care agency in Newcastle upon Tyne.

## CQC Ratings

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

Rating published: 21/09/2023

## Practical info

- Postcode: NE5 3TD
- Registered manager: Dixon, Emma
- Local authority: Newcastle upon Tyne
- Region: North East
- City: Newcastle upon Tyne
- Last CQC check: 21/Sep/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-09-21
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-09-21
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-09-21

### Other

- Finding
  - Evidence: Continuous learning culture with management sharing improvement areas with staff
  - Published: 2023-09-21
- Finding
  - Evidence: Effective infection prevention and control practices with direct observations by management
  - Published: 2023-09-21
- Finding
  - Evidence: Strong working relationships with external professionals for coordinated care
  - Published: 2023-09-21
- Finding
  - Evidence: Open, honest culture with approachable management and regular staff supervisions and appraisals
  - Published: 2023-09-21
- Finding
  - Evidence: People and relatives were empowered to make choices and were involved in care planning
  - Published: 2023-09-21
- Finding
  - Evidence: Staff treated people with dignity, respect and promoted independence
  - Published: 2023-09-21
- Finding
  - Evidence: Medicines were managed safely with regular competency checks and audits by management
  - Published: 2023-09-21
- Finding
  - Evidence: People received care from a consistent staff team with no missed calls and staff always on time
  - Published: 2023-09-21
- Finding
  - Evidence: Electronic reporting system enabling robust quality monitoring and audit trail across the service.
  - Published: 2020-01-29
- Finding
  - Evidence: Open, transparent culture with management actively seeking feedback from people using the service.
  - Published: 2020-01-29
- Finding
  - Evidence: Effective complaints system with appropriate investigation, escalation, and resolution.
  - Published: 2020-01-29
- Finding
  - Evidence: Person-centred care plans with annual reviews and involvement of people in their own care.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received regular supervision (3-monthly), annual appraisals, and a wide range of training.
  - Published: 2020-01-29
- Finding
  - Evidence: Thorough medicines management including annual competency assessments and regular MAR audits.
  - Published: 2020-01-29
- Finding
  - Evidence: Sufficient staffing levels with flexible rosters, waking night staff, and on-call management support.
  - Published: 2020-01-29

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-09-21
- Finding
  - Preventing and controlling infection
  - Published: 2023-09-21
- Finding
  - Using medicines safely
  - Published: 2023-09-21
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-09-21
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-09-21
- Finding
  - Staffing and recruitment
  - Published: 2023-09-21

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-09-21
- Finding
  - Continuous learning and improving care
  - Published: 2023-09-21
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-09-21
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-09-21
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-09-21
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-09-21

## 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/1-870889569

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