We inspected Comfort Call-Redcar on 14 January 2019. The inspection was announced, we gave the service short notice that we would be inspecting. Comfort Call-Redcar was newly registered in January 2018 to provide personal care for people living in their own homes. At the time of our visit, the service provided care to 168 people.

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

The service provided care and support to people over four extra care housing schemes. These were The Dunes and Barnaby House in Redcar, Jubilee Court in Eston and St Germaine Grange in Marske. Not everyone using the service received a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager in post. 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 2008 and associated Regulations about how the service is run.

Staff understood the procedure they needed to follow if they suspected abuse might be taking place. Risks to people were identified and plans were put in place to help manage the risk and minimise them occurring.

Medicines were managed safely. Staff competencies around administering medicines were regularly checked.

Personal protective equipment such as gloves and aprons and hand washing facilities were available.

There were sufficient numbers of staff available to meet people’s needs. People told us staff were on time and spent the required amount of time with them. Safe recruitment and selection procedures were in place and appropriate checks had been undertaken before staff started work. People were supported by a team of staff who were knowledgeable about people’s likes, dislikes and preferences. A training plan was in place.

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.

People’s health care needs were monitored. Staff worked with health care professionals to support people to be healthy and maintain their well-being. The service had suitable arrangements for assisting people with their dietary needs.

People and relatives told us all the staff were friendly, caring and helpful. They said staff treated them with dignity and respect. Staff reassured people and protected their privacy when supporting them with personal care.

Care plans detailed people’s needs and preferences and were reviewed on a regular basis to make sure they contained up to date information. People had access to a range of activities. The service had a clear process for handling complaints. There was a complaints process in place for people and their families to use. People and relatives commented they felt able to make a complaint if they wanted to.

Staff told us they enjoyed working at the service and felt supported by the registered manager. Quality assurance processes were in place and regularly carried out by the registered manager, senior staff and the provider, to monitor and improve the quality of the service. Feedback was sought from people who used the service through surveys. This information was analysed and action plans produced when needed.