Resurgence Case Management Limited

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 service. This key question has been rated outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 93 (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 was exceptional at making 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. Staff fully embraced the person-centred culture of the organisation and demonstrated exceptionally caring values. They were reliable, consistent and truly dedicated to caring for people. This resulted in people receiving a unique service which met all their needs and exceeded the expectations of their relatives and other professionals. People's diverse needs were always promoted and supported. Staff knew the people they cared for extremely well, including their diverse needs and how to meet them effectively. Care plans showed a high level of person-centred detail, showing staff had worked with people and their families to ensure their wishes and feelings were recorded. One staff member said, “We involve the relatives (parents in our case) in assessment and care planning by listening to their views, needs and preferences. We involve them in all aspects of decision making, and we provide them regular updates.” People had a small team of staff, including case managers, team leaders and support workers. Job descriptions related directly to the person's needs and preferences, offering a truly personalised service.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. One external professional said, “I have always found Resurgence Case Management Ltd. to be a reliable and highly professional organisation, and I value our ongoing collaboration.” Another external professional said, “Plans are made in advance. For example, when children move from children’s services to adult services within the NHS, Resurgence involve all members of the team to support families through transitions, attending hospital appointments with families. We also are all invited to MDTs for families, to ensure that transitions are seamless.”

The provider were exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider ensured people were supported to access the services they required in a timely way and worked with professionals to reach their optimum goals. People had easy to read hospital passports which gave information that was important for hospital staff to know about them. This included religious needs, what people's preferred name was, gender, important people, pets, and important things such as, 1 person has a distinct laugh and may bite their wrist when in pain. Leaders and staff assisted people to access communication aids as required. For example, 1 person was referred to a company who specialised in information technology. The purpose of this was to complete an assessment of the person’s needs to support their access to education, communication and leisure.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. A complaints procedure was in place and people and relatives felt listened to. Regular feedback was sought from people and relatives, this reduced the risk of formal complaints. One relative said, “If I was unhappy, I would speak to the carer or the management.” One healthcare professional said, “I have found that any concerns I have raised in relation to any of the clients I support have been acknowledged quickly and a joint approach is taken to problem solving or finding appropriate resolutions to issues, involving external and statutory agencies and professionals when needed.”

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. Leaders and staff assisted people to meet their goals and fulfil their aspirations. Staff and leaders saw opportunities and not obstacles and fully embraced in devising and supporting people to live meaningful lives. For example, 1 person was supported to increasing their own independence skills through role modelling, active participation and self-reflection in all aspects of their life. This support has enabled the person to move into their own property and staff facilitated them to live independently. This person had a desire to work and through the support and staff commitment to succeed, was successful in obtaining a part time work. Staff also enabled the person to experience a holiday. These examples gave the person opportunities that have become a reality and supported the person to access interests and desires that have met their goals and aspirations.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. The service was committed to ensuring that people had the same rights and opportunities as everyone else. Each person had a named case manager who undertook extremely detailed and person-centred needs assessments. These informed the person's care plans, which were individually tailored to meet people’s needs. Staff used their specialist knowledge to develop bespoke packages of care to support the needs of people and their families. Staff teams met regularly with other health professionals involved with individuals to build on their knowledge, evaluate their practice, discuss concerns and learn from others. One person was supported to access music therapy sessions to help develop key vocabulary through song, improve their vocalisation and express themselves. Music and words motivated the person to develop their other skills. For example, therapy sessions to strengthen the person’s legs were set to music and song to encourage the person to complete exercises whilst singing. Staff were skilled in assisting the person and their families to engage with the program and make it fun.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The service provided support for children, young people and adult and their families who had complex needs. Care and support packages in place were focused developing skills to improve their quality of life. We saw several examples where the service had worked in partnership with external professionals to meet people’s needs, goals and aspirations.