Integrated Case Management Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated requires improvement. This meant the service did not anticipate people’s needs as well as they could.

This service scored 71 (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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People had a named case manager who undertook detailed and person-centred needs assessments. These informed people's support plans, which were tailored to the individual. Care plans were completed with the person and regularly reviewed and updated. One staff member said, “I involved my client in developing their care plan, I involved them in all the interviewing for care staff, and regularly review their care with them.” A family member told us, “I take part in regular reviews with the case manager as well as update them ad hoc if there are changes needed before the review.” The registered manager told us, the service they provided to people was bespoke and tailored to people’s individual needs they said, “People are at the heart of everything we do.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service supported people to build their own team of a case manager and support workers. This meant the was a high level of continuity in the care provided. People's individual staff teams knew them well and how they liked to be cared for and found the support. The registered manager told us staff were introduced to people before they commenced any support to them. This was to ensure the person was happy with them and could build a good relationship with them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider routinely sent out feedback surveys for people and their representatives to complete. People told us they felt comfortable to speak with their case managers and case managers held weekly meetings with the registered manager ensuring all feedback was heard and acted upon if needed, for example if further care and treatment was required or if people’s needs had changed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the provider and office staff showed they understood how to access specialist health or social care support should this be required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and family members were positive about the care and support they were receiving. One family member said, “I have the support I need from [staff] to make sure that my [loved one] has everything they need.”

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People did not have documentation in place to demonstrate how staff supported them to make informed decisions about their future including what care they would like should their health decline, support that was needed for young people approaching puberty or what support they would like to achieve their goals after finishing school.