We carried out this inspection on 21 June 2017. This inspection was announced, which meant the provider was given 48 hours’ notice of our inspection visit. This was because the location provides a small domiciliary care service and we needed to be sure that someone would be available to meet with us.

Comfort Call provides personal care to people who live in self-contained flats within the extra care housing complex of Guildford Grange. Care and support is provided from 7am to 10pm, with an on call service available throughout the night for emergency support. At the time of this inspection there were 24 people living at Guildford Grange who were receiving a service from Comfort Call.

There was a manager at the service who was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the 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.

People told us they felt happy and safe living at Guildford Grange and with the care and support they received from Comfort Call. Comments included, "The staff are so caring and polite, they cheer me up every day," "I am very lucky to be here as this is a fantastic place"

There were enough staff available to ensure people’s needs were met. The service had robust recruitment procedures to make sure staff had the required skills and were of suitable character and background.

Staff were confident about how to protect people from harm and what they would do if they had any safeguarding concerns. They were confident any concerns would be taken seriously by management.

Medicines were stored safely and securely, and procedures were in place to ensure people received their medicines as prescribed.

People were supported by an enthusiastic and caring staff group. Staff were supported through training, regular supervisions and team meetings to help them carry out their roles effectively. There was an open and accessible management team.

People were supported to access a wide range of health and social care professionals to help maintain their health and wellbeing.

The registered manager and staff were aware of the requirements of the Mental Capacity Act 2005 (MCA) and what this meant in practice.

Positive and supportive relationships had been developed between staff and people living at Guildford Grange. People were treated with dignity and respect.

There was a range of activities on offer to people living at Guildford Grange.

People received personalised care. Care records reflected people’s current needs and preferences. Care records contained up to date risk assessments and these were reviewed regularly.

There was a complaints policy and procedure in place. People’s comments and complaints were taken seriously, investigated, and responded to.

There were effective systems in place to monitor and improve the quality of the service provided.

The service had up to date policies and procedures which reflected current legislation and good practice guidance.

Comfort Call Guildford Grange provides personal care to people who live in self contained flats in the complex of Guildford Grange. The service is registered to provide personal care. Care and support is provided from 7am to 10pm with an on call service throughout the night for emergency support. The service is managed from Guildford Grange and this location is the main point of contact for people receiving support, their families and professionals.

At our last inspection in October 2013 the service was meeting the regulations inspected at that time.

At the time of this inspection the service supported 23 people. We told the registered manager two days before our visit that we would be coming. We did this because the registered manager is sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that they would be in.

There was a manager at the service who was registered with CQC. A registered manager is a person who has registered with the Care Quality Commission 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 and associated regulations about how the service is run.

People we spoke with were very complimentary about the care workers and the quality of care they received. Comments from people included: “They [the care workers] are just brilliant. They couldn’t be more helpful.” “You couldn’t find a better place on this earth for care.” “Nothing is too much trouble, they [the care workers] look after me very well.” “The care workers are fantastic. They’re all very friendly and get the job done at the same time.”

The social care and healthcare professionals we contacted prior to this inspection told us the management team at the service were professional and well organised. All professionals we spoke with said the staff worked with each individual in a person centred way. One healthcare professional told us, “The staff and registered manager are courteous and well-presented. When undertaking tasks they are compassionate towards their clients and caring and they promote dignity and respect while undertaking tasks. I have no doubt the registered manager runs a tight ship and she has the respect from all the clients and her staff.”

The service followed the requirements of the Mental Capacity Act 2005 Code of practice. This helped to protect the rights of people who were not able to make important decisions for themselves.

Relatives of people who used the service told us their family member’s were encouraged to participate in a range of activities which were meaningful and promoted their independence in and outside their home. People were encouraged to maintain a healthy lifestyle which included fresh fruit and vegetables being made easily available from a green grocer who set up a stall in Guildford Grange every Wednesday and being supported by staff to attend healthcare appointments.

Feedback was sought by the registered manager by way of ‘residents’ meetings. People who used the service told us they would feel comfortable in approaching the staff or registered manager about any issues. There was a complaints procedure in place and we saw that complaints were investigated and responded to appropriately.

Staff said the training provided them with the skills and knowledge they needed to do their jobs. Care staff understood their role and what was expected of them. They were happy in their work, motivated and confident in the way the service was managed.

Staff felt supported by the registered manager and felt part of a team. The registered manager often spent time around the service and helped to support people which staff appreciated. Good practice was highlighted and shared and regular team meetings took place.

There were systems in place to monitor and improve the quality of the service provided. Regular checks and audits were undertaken to make sure full and safe procedures were adhered to.

We visited the service on 15 October 2013 as part of our scheduled inspection programme. We spoke with six people who used the service, four staff and the registered manager.

Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. People who used the service told us that they were happy with the care and support they received at Comfort Call. One person told us “It’s nice here, staff are very helpful.”

People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

The provider had an effective system to regularly assess and monitor the quality of service that people received.

Each person we spoke with who used the service told us the staff were friendly and polite. One person said, "the carers are fabulous, couldn’t have better treatment." Another said, “the carers are fabulous, couldn’t have better treatment.”

People who used the service told us they were happy with the care and support they received at Comfort Call. One person told us "they (staff) will do anything, nothing is too much trouble."

The provider had suitable arrangements in place to ensure that people who used the service were safeguarded against the risk of abuse. People we spoke with said that they felt safe and supported by the staff.

The provider had a satisfactory recruitment and selection procedure in place to ensure that staff were appropriately employed.

The provider had a system in place to deal with comments and complaints. People who used the service could be confident that their comments and complaints were listened to.