Resurgence Case Management Limited

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 service. This key question has been rated outstanding. This meant people’s outcomes were consistently better than expected compared to similar services. People’s feedback described it as exceptional and distinctive.

This service scored 92 (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 made sure people’s care and treatment was effective by thoroughly assessing and reviewing their health, care, wellbeing and communication needs with them. Leaders had an exceptionally holistic approach to assessing, planning and organising care and support. People's individual needs, wishes and choices were continually assessed to ensure the service met their requirements. External professionals felt the staff and leaders reviewed peoples care needs frequently. One external professional said, “Changes in therapy team have been carefully managed by the case managers for several clients, sometimes more than once to ensure the best support, care and provision is in place that meets the needs of the client and the families.” Another external professional said, “A whole MDT [multi-disciplinary team] approach is taken, and the client (whenever possible) is central to decisions made. As a team, we think of optimising people's health whenever possible, considering cultural needs and preferences. Team members are sourced according to individual needs and preferences. I have seen children and young people thrive under the care of resurgence and the wider team. It's a privilege to work with such an experienced team.”

The provider always 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. They worked to develop evidence-based good practice and standards. Leaders kept up to date with current legislation and evidenced their approach was evidenced based. People were at the centre of their support and care was taken to ensure current best practice was considered and part of people’s care as required. Staff and leaders worked alongside therapists to support people to develop skills that would contribute to improving their quality of life. Staff supported one person with a TACPAC programme [TACPAC draws together touch and music to create a structured half hour of sensory communication between two people]. Staff followed specific guidance through sessions of play and exercises to music and clearly documented the person’s responses. Another person had an unsafe swallow and had a gastrostomy tube for all nutrition, fluids and medicines. Staff worked in partnership with speech and language therapists to ensure oral intake was carried out safely. One external professional said, “Everyone I have worked with [at Resurgence] seems efficient, knowledgeable and caring. The care staff I work with are very proactive and follow physio plans and training to a high standard. We work jointly to promote movement to maintain their wellbeing.”

The provider always worked well across teams and services to support people. They shared thorough assessments of people’s needs when they moved between different services, so people only needed to tell their story once. Each person had a dedicated team of staff, family and professionals who worked together to ensure people received a very individualised care package and met their goals and aspirations. Care plans were truly person centred and focussed on people’s clinical needs, communication requirements, wishes and aspirations. We saw these had been clearly communicated so a consistent approach was maintained between services. Detailed and concise handover records were maintained to pass on information between staff. The service worked in effective partnership with external partners, to ensure people had a positive experience based on their needs. Where people required assessment from an external health or social care team, we saw the service had made prompt referrals and followed up on the prescribed actions. One external professional said, “All staff at Resurgence Case Management are prompt with all communication with myself and my colleagues. I have an excellent working relationship with the team. The staff have a good knowledge and understanding of epilepsy. They provide and support clients with epilepsy positively. Staff receive training and updates; support plans are updated with the team as required.”

The provider always supported people to manage their health and wellbeing to fully maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. People were supported to live healthier lives and had access to relevant professionals who worked alongside staff and leaders to ensure people received the best care possible. One healthcare professional working alongside staff said, “Clients are encouraged to reach outside of their comfort zones to engage with activities and events that expand their experience and offer insight into what their lives can be like, with the right support, action and planning. Clients, where appropriate, are encouraged and supported to be active members of their MDTs [multi-disciplinary team] and are encouraged when appropriate to share their views, aspirations and issues so that they are empowered and expected to advocate for themselves, when possible.”

The provider monitored all people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they fully met both clinical expectations and the expectations of people themselves. People had accomplished remarkable goals and outcomes through outstanding support from staff. People lived fulfilled lives which were enriched by a huge variety of hobbies, activities and educational opportunities. Resurgence Case Management had an extremely person-centred approach focusing on keeping people at the centre of all they did. Staff and leaders looked for ways to involve people and consistently reviewed plans to ensure current needs, wishes and aspirations were met. They had a positive approach and worked with people, families and other professionals, who all spoke extremely passionately about the support delivered. Regular care plan reviews enabled the management team to have full oversight of the health and social care needs of all people.

The provider always carefully explained to people what their rights around consent were, made sure they fully understood them and always fully respected these when delivering person-centred care and treatment. People were supported to have maximum choice and control of their life and was supported in the least restrictive way possible. People and their relatives were involved as partners in their care and supported to maintain their independence around decision making. Care records included information on how through verbal or non-verbal means people were able to refuse or give consent for specific decisions. One staff member said, “Yes, I had training on MCA [the Mental Capacity Act], and in practice this legislation means to me that all individuals have mental capacity unless proven otherwise, therefore we should respect their liberty and rights and wherever possible we should help them to make decisions about their care.”