Komplex Community Ltd

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 good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People’s relatives told us they and their loved ones were consulted and involved in planning and reviewing the care provided. A relative told us, “I mainly have contact and updates with [name of staff member] and they’ve made a massive difference with communication about the package. They are a real point of contact and they visit [name of person] regularly.” Staff understood how each person communicated, and they had been trained in effective communication. A member of staff told us, “I support individuals with various communication difficulties, such as speech impairments, hearing loss, or cognitive impairments that affect communication. Each person has unique communication needs that require adapted communication techniques, such as using visual aids or simple language. I've received training on supporting individuals with communication difficulties.”

The provider 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 and current evidence-based good practice and standards.

Recognised tools were used to assess risks such as skin integrity, falls, eating and drinking, managing behaviours and health conditions. Where risks were identified, a plan of care was in place to manage and mitigate risks to people. Staff had completed person specific training, in addition to core training, to better understand people’s individual needs. A person’s relative was co-delivering training to staff the day after our visit about the person’s specific needs.

People using the service were involved in planning their meals, as well as shopping and preparing them as much as possible. Staff encouraged people to maintain healthy and balanced diets. A relative told us, “[Name of person] has had an increased appetite and their weight has increased. This is reflected in the care plan and is monitored. They are given choices and staff have struck a happy balance.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

People’s care plans and individual risk assessment were accessible to care staff. These contained all the information needed to deliver people’s care and support appropriately. Managers shared necessary information with external teams involved in a person’s wider support to help ensure continuity of care was maintained. The provider worked in partnership with people’s families, professionals and other care agencies.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff supported people to attend medical appointments where required. A relative told us, “When [name of person] was in hospital the staff from Komplex ensured there was a good mix of staff with them. They didn’t take holidays at that time so there was always someone from the core team with them.” A member of staff said, “I am often involved in helping our service users access healthcare professionals or signposting them to where to get the needed help. This can include supporting them to attend GP appointments, arranging visits from district nurses, contacting mental health teams, or assisting with referrals to specialists like physiotherapists or dentists, depending on their needs. Home visits are also arranged and at times virtual appointments to accommodate the specific needs of an individual service user.” Staff recorded the outcome of medical appointments in people’s care records and care plans were updated where required to reflect any changes.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People’s care plans and risk assessments were regularly reviewed to ensure they met the person’s needs, wishes and preferences. A member of staff said, “Care plans are updated through the involvement of the care providers, the service user, and the parents. Any recommendation made is updated in the care plan, and it's my duty to go through the updated care plan. Also, my operations manager usually communicates it to the team via our communication channels.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People’s relatives told us staff respected their loved one’s wishes and knew how to uphold their rights. A relative said, “They [staff] talk everything through with them. [Name of person] is very happy after moving from another placement.” There is also a tenancy agreement in place.” Staff understood the importance of ensuring people’s rights were respected. Staff had been trained and they understood people’s rights under the Mental Capacity Act (MCA) 2005. A member of staff told us, “I have received training on the Mental Capacity Act, which helps me understand how to support individuals who may lack capacity to make certain decisions. I always seek people's consent before assisting them, respecting their autonomy and rights.”

There were systems in place to ensure those making decisions about the care and support people received had the legal authority to do so. Any restrictions imposed on people were done so lawfully. A member of staff told us, “I am aware that some individuals I support may be subject to a Court of Protection Authorisation. I have seen the relevant documentation and ensure that any decisions made on their behalf are in accordance with the authorisation and in the individual's best interests. I also work closely with the relevant professionals and family members to ensure that the individual's rights and wishes are respected.”

Assessments of people’s capacity to consent to their care and treatment were seen and best interest meetings had taken place where a person lacked the capacity to consent to their care or treatment. Tenancy agreements had been either signed by people’s legal representative or agreed by the Court of Protection. We were informed and saw evidence there were delays in receiving this information from the Court for some people, however best interests documentation was in place.