During an assessment under our new approach
Date of assessment: 23 September 2025 to 21 October 2025. HLG Complex Care Ltd provided bespoke care packages to people with complex needs, often as a result of serious injury. Case managers worked with people to set up and coordinate their rehabilitation, care and support needs which were mainly funded by legal compensation claims. HLG Complex Care Ltd oversaw the recruitment process, training and performance management of personal assistants. The service is registered to provide personal care. At the time of our inspection 6 people were receiving personal care from the service. This was the first assessment of this service. We found the service worked effectively with people to create a person-centred package that met their needs. Care was provided to people in line with their care plan and risk assessments. Staff demonstrated good knowledge of the people they supported. People were involved in recruiting their staff team and the provider completed appropriate recruitment checks. Staff worked with professionals to ensure support was provided in line with their assessed needs.There was good communication within each person’s teams, which ensured consistency of care and support. There were plans in place to encourage people to set meaningful goals and people were supported to achieve these. A digital system was used to allocate staff and update care records; which allowed for effective monitoring of the care provided. People were supported to attend health appointments. The provider consistently sought feedback to help improve the care and support delivered. Systems were in place to monitor the effectiveness of the service, and audits were carried out regularly.