We undertook an announced inspection of Comfort Call Durham on 24 August 2017. The provider was given 48 hours’ notice our visit. We wanted to be sure there would be someone at the office to meet us.

We last inspected Comfort Call Durham in July 2014, found there were no breaches of legal requirements and rated the service as Good overall. The provider relocated office premises and registered the change of address in January 2016. At this inspection we found the service was continuing to meet all legal requirements.

Comfort Call Durham is registered to provide personal care to support people to continue living in their own homes. At the time of our inspection the service was providing personal care to 242 people.

People who used the service were complimentary about the standard of care and support provided by Comfort Call Durham. A person told us, “My carer is like a good friend and I am so lucky.”

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The manager had been registered with CQC since 3 July 2017.

The registered manager was accessible and approachable. Staff and people who used the service felt able to speak with the registered manager and provide feedback on the service.

Safeguarding procedures were in place. Staff had received training in prevention of abuse and were knowledgeable in recognising signs of potential abuse and the relevant reporting procedures.

Staff were aware of the reporting and recording procedures for accidents and incidents. Risk assessments were in place related to the environment and the delivery of care.

People received their medicines in a safe way. Medicines records were accurate and supported the safe administration of medicines. Staff were trained in handling medicines.

There were appropriate numbers of staff employed to meet people’s needs and provide a flexible service. Staff were able to accommodate last minute changes to appointments as requested by the people who used the service.

The provider had an effective recruitment and selection procedure in place and carried out relevant checks when they employed staff. Staff received regular supervision sessions and an annual appraisal.

Staff were knowledgeable about their roles and responsibilities and training was up to date. Staff had the experience required to support people with their care and support needs.

People who used the service were involved in developing their care and support plan, identifying what support they required from the service and how this was to be carried out. Staff knew the people they were supporting and provided a personalised service.

Care plans were in place detailing how people wished to be supported and people were involved in making decisions about their care. The care plans made good use of personal history and described individuals care, wellbeing and support needs.

The service was working within the principles of the Mental Capacity Act 2005. The registered manager had a good understanding of the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. The care records we looked at contained evidence of consent.

People had access to health care professionals to help maintain their wellbeing and staff responded to any health concerns.

Staff supported people to help them maintain their independence. People were encouraged to care for themselves where possible. Staff treated people with dignity and respect.

The registered manager showed us records confirming regular check