Integrated Case Management Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Most people were referred though their legal deputy trustees as part of compensation claims following their life changing events. Each person had a named case manager who undertook person-centred needs assessments. These informed the person's care plans, which were tailored to the individual. Staff used their specialist knowledge to develop bespoke packages of care to support the needs of people and their families. The registered manager told us, “When we first go and see a client we complete an assessment of their initial needs, then we put in goals and recommendations as to how we are going to achieve them.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People who used the service required different levels of support with eating and drinking. People's dietary needs were assessed, and care plans set out what support people required, for example, staff had received training and followed nutrition care plans to support people who required assistance with percutaneous endoscopic gastrostomy’s (PEG).

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Most people were referred though their legal deputy trustees as part of compensation claims following their life changing events. Some people with complex needs were supported to claim health funding to cover their needs in a more bespoke way. The case managers worked closely with people, their families, court appointed deputies and other professionals to ensure people's changing needs were addressed, and people received the support they needed. We received feedback from a healthcare professionals who told us, “I have no concerns or issues with the service. Out of the companies that I use, Integrated Case Management Ltd would be my first choice for clients.” Another healthcare professional said, “As a Healthcare professional I have been asked for my opinion and the staff I have liaised with have been really helpful and approachable. The staff have been responsive and open to any recommendations and suggestions and shared this well within the team.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff worked with people and healthcare professionals to encourage healthier lifestyles. For example, a healthcare professional told us, “The staff worked with the physiotherapist to enable the person to access the sport of Boccia and wheelchair football sessions to improve fitness” and, “[staff] work with their clients and healthcare professionals to encourage healthier lifestyles. For example, encouraging client to work with the Occupational Therapist on meal preparation using [a fresh food meal delivery service] to ensure healthier meals are eaten and not takeaways.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. For example, one person required nighttime checks to ensure they were safe. Staff recorded the outcome of the checks, and this was reviewed daily by case managers to ensure good outcomes. Staff knew to report any concerns to the appropriate healthcare professionals and healthcare professionals told us staff followed their advice and guidance.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The registered manager and case managers were familiar with the Mental Capacity Act (MCA) legislation and knew the process to follow if anyone required this level of protection to keep them safe. Staff knew how to support people in line with the MCA and received appropriate training. Staff understood the important of seeking consent from people. They said, “It is important for the client to provide consent over their care. This ensures that they have a say over what happens during their care. It gives the client confidence they are listened to and reduces the risk of harm.”