Background to this inspection
Updated
13 November 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was undertaken by one inspector and a specialist advisor.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. The service also has a community rehabilitation service, specialising in brain injury rehabilitation in the community.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period notice of the inspection because we needed to be sure the provider or registered manager would be in the office to support the inspection. In addition, we needed to arrange to meet some people in their homes and gain their consent to do so.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
Our inspection activity started 12 June 2019 and ended 8 July 2019. We visited the service’s office on the first day and the other days we visited and spoke with people who used the service and spoke with care staff. We spoke with six people who used the service and two relatives about their experience of the care provided. We spoke with nine members of staff including the registered manager and care staff.
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at four staff files in relation to recruitment and staff supervision.
After the inspection
A variety of records relating to the management of the service, including the results of quality assurance satisfaction questionnaires, were sent to us by the service. We reviewed these records.
Updated
13 November 2019
About the service
Anglia Case Management is a specialist agency which provides case management support and advice to children and adults who have sustained complex life changing injuries such as an acquired brain injury, spinal injury or cerebral palsy. The service is registered to provide personal care and treatment of disease, disorder and injury. It supports both adults and children. At the time of our inspection there were 41 people receiving the regulated activities provided by the service in Suffolk, Norfolk, Essex, Hertfordshire, London and Northamptonshire.
People’s experience of using this service and what we found
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had completed a high level of specialist training which provided them with the expertise to assess, monitor and support people with their complex needs. The service worked closely with other health and social care professionals involved in people’s care to ensure they received a high level of care and support. Staff supported people in an innovative way to maintain a healthy diet by using creative ideas to encourage people eat and drink sufficient amounts.
People received an extremely personalised and bespoke service, which was tailor made to meet their complex needs and preferences. People were central to the care and support they received and their decisions about their care were valued, including the decisions they had made regarding their end of life. There was a complaints procedure in place.
There were very robust and high quality governance systems in place to assess and monitor the service provided. The service had continued to improve the service since our last inspection. People’s views were extremely valued and used to drive improvement.
Risks in people’s daily lives were assessed and mitigated. Staff were provided with safeguarding training and understood how to keep people safe. Recruitment of staff was completed safely and there were sufficient staff numbers to provide the care and support required by people to meet their needs. People were supported with their medicines safely, where required. Infection control procedures were in place.
People were supported by staff who were caring and compassionate and who knew them well. People’s rights to dignity independence and privacy were promoted and respected. People’s choices were sought, valued and used to plan their care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last comprehensive inspection rating for this service was good (published 22 September 2016). The service was rated in good in the key questions safe, effective, caring and well-led and rated outstanding in the key question responsive. We undertook a focussed inspection on this service and they were rated outstanding in effective (published 8 December 2017). This meant the overall rating for the service was outstanding.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.