Social Return Case Management Ltd

Updated 11 September 2025

Date of Assessment: 15 October to 10 November 2025.

The service is a care at home service registered to provide support to children, younger adults and older people.

The service provides case management and assessment to people to help them achieve their goals. People have complex conditions resulting from brain acquired injury, spinal cord injury, stroke, cerebral palsy and multiple traumas.

The Care Quality Commission regulates the personal care and support that people may receive. At the time of inspection there were 2 people using the service and receiving the regulated activity personal care. The inspection took place remotely.

This was the first rated inspection of the service. A registered manager was in place. A registered manager is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements.

Care was centred and tailored to each individual. Risk assessments were in place, and they identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks, including for positive risk taking.

The service was flexible and adapted to people's changing needs and desires, enabling positive outcomes for people. People were encouraged and supported to lead as fulfilled a life as possible. They were supported to foster their dreams and aspirations. Records were personalised, up-to-date and reflected people's care and support needs. People’s mental capacity and ability to consent was taken into account. People and their representatives were involved in planning their care and support. There was clear evidence of collaborative working and excellent communication with other professionals to help meet people's needs.

There were enough staff with the necessary skills, qualifications and experience. Staff were safely recruited. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff received training to maintain high-quality care.Staffing capacity was sufficient and staff deployment was effective to ensure people's needs were met in a safe, timely and consistent way. Systems were in place for people to receive their medicines in a safe way.

People, relatives and staff were confident about approaching the registered manager if they needed to. They recognised their views and feedback were valued and respected and consistently used to support quality service development. Strong processes were in place to manage and respond to complaints and concerns. The registered manager and management team undertook a range of audits to check on the quality of care provided.

Updated 11 September 2025

We received positive comments staff were kind and caring, they were patient and treated people as individuals. Relative and professionals’ comments included, “Overall, I feel this is a highly supportive service”, “We have a really good support team” and “All my interactions, communication and liaison with the team at Social Return Case Management have always been in a timely, helpful, supportive and welcoming manner.” Systems were in place for people to receive consistent care from staff they knew. We received positive feedback about the open culture of the service. A professional commented, “Staff place clients and their families at the heart of their decision-making.” People were supported to make choices and were involved in decision making about their care and support. A relative told us, “[Name] is encouraged to make their needs known, they do not communicate verbally, staff involve them.” Relatives and staff said they were listened to, had opportunities to give feedback and any concerns were addressed by management. A relative told us, “Staff are very professional and most importantly seem to listen." Relatives told us communication was effective, and they were kept informed and involved. A relative commented, “There is good communication with the agency, any issues are resolved.”