Welwyn Hatfield care provider in special measures after being branded ‘organised chaos’

PUBLISHED: 09:21 26 February 2016 | UPDATED: 09:21 26 February 2016

Chilton Green

Chilton Green


A Welwyn Hatfield care provider has been placed in special measures after its service was branded “organised chaos”.

Swan Field CourtSwan Field Court

Comfort Call Hatfield, in The Broadway, has been given an overall rating of ‘inadequate’ by Care Quality Commission inspectors (CQC).

Inspectors noted that the provider was supporting 664 people, including residents in sheltered housing complexes in Chilton Green and Woodside House, WGC, and Swan Field Court, Welwyn.

The damning CQC report, published on February 11, highlighted that visits by carers were “frequently missed or late”.

Inspectors wrote: “We found that one person who required an afternoon and evening visit had these visits combined into one due to staff shortages. The staff then failed to turn up. This resulted in the person’s catheter bag bursting and soaking their bed,

Woodside HouseWoodside House

“This person was then left to sleep in a soiled bed for the remainder of the night.”

One person told inspectors it was “organised chaos”.

A senior spokesman for Comfort Call Hatfield said: “We are pleased to say that, well before the report was published, we had already launched a programme of improvements to bring services up to the required standard. A new management team has been appointed and we have increased the contact that management has with people that use our services.

“We have addressed the risks of potential missed care calls by implementing a revised electronic monitoring system using mobile telephones that we have issued to all staff. We are also continually reviewing work rotas to ensure that sufficient travel time is allowed.”

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