Integrated Case Management Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff spoke fondly about the people they supported, one staff member said, “I feel proud of the work we do because [person] is well supported by a good team. [Person] is happy, I come to work and feel I have done something good.” People and their representatives told us staff were kind and caring. One family member told us, “My [family member] and I fell ill and [staff member] stepped in to make sure we were supported. They did this delicately bearing in mind our sensitivity to privacy and dignity, yes [staff member] is especially good, kind and caring.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. One person told us, “They all treat me like an independent individual. I often feel overlooked in public, but the team make me feel cared for and respected.” A staff member said, “We adapt our paperwork to meet the needs of the client. The carers I manage work for one client only and have become expert in understanding them. The training staff receive is bespoke and each client has their own team of therapists who have specific skills and experience in their needs: we do not have a ‘one fits all’ instruction with the supporting teams.” A family member fold us, “They all have the client’s needs as priority. They make sure they are doing the best for them.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood and respected people’s individual needs. One person told us, “Staff are always willing to understanding what I need and want. They are direct with me if something isn’t possible but are will always have the conversation and give me choice and control whenever possible.” A family member said, “Yes, the staff always promote independence, choice and control. They understand keeping our loved one as independent as possible.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. One person told us, “It’s great to have that single point of contact from staff who has the knowledge I need to get the support I need. [staff member] is kind and respectful but direct and honest. I am really happy with the service they provide.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported by their line managers and received regular supervisions and staff meetings where they felt they could be open and honest. One staff member said, “I do feel we are supported.”