We carried out a review of the data available to us about Complex Case Management Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Complex Case Management Limited, you can give feedback on this service.
The service specialised in providing bespoke rehabilitation, personal care and case management services to people throughout the North West who have sustained serious injuries including acquired brain injury, spinal injuries and orthopaedic injuries.
People’s experience of using this service and what we found
Staff understood how to protect people from harm or discrimination and had access to safeguarding adults’ procedures. There were enough staff deployed to meet people's needs and ensure their safety. Appropriate recruitment procedures helped to ensure prospective staff were suitable to work for the service. Whilst people received their medicines, we found inconsistencies in one person’s medicines records. The acting manager assured us these issues would be addressed. Risk assessments were carried out to enable people to retain their independence and receive care with minimum risk to themselves or others. People were protected from the risks associated with the spread of infection.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People’s needs were assessed prior to them using the service. The provider had arrangements for the induction of new staff and provided regular training updates for existing staff. Staff were supported by the management team. People were supported to access healthcare services, as appropriate.
A person and a relative told us staff were kind and caring. People and where appropriate their relatives had been consulted about their care needs and had been involved in the care planning process. Staff worked in respectful ways to maintain people's privacy and dignity. Staff demonstrated a commitment to providing dignified and compassionate support. People were supported and encouraged to pursue activities of their choice. People and their relatives had access to a clear complaints’ procedure.
The acting manager provided day to day oversight of the operation of the service. The provider had established quality assurance systems and regular audits and checks were carried to monitor the standard of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 25 August 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Complex Case Management provides bespoke rehabilitation, personal care and case management services to people throughout the North West who have sustained serious injuries including acquired brain injury, spinal injuries and orthopaedic injuries including amputation. At the time of our inspection the service was supporting 22 people. Not all people were supported in meeting their personal care needs however were provided with case management support.
The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People and their relatives or representatives spoke highly about the service and said their experiences had been positive. The management team and staff were described as, “Outstanding”, “Very professional and reliable” and a “High calibre team.”
The service worked collaboratively with other professionals so that people's social, emotional and physical needs were effectively met. Areas of potential risk had been identified, assessed and planned for to help reduce or eliminate the risks to people.
Staff were aware of their responsibilities in protecting people from abuse and knew the procedure to follow so that people were kept safe.
The management and administration of people’s medicines was safe and demonstrated people received their medicines as prescribed.
Robust recruitment procedures were in place ensuring only those applicants suitable to work with vulnerable people were appointed. Sufficient numbers of staff were available to support the individual needs of people.
The registered manager was aware of their responsibilities under the Mental Capacity Act. People told us they were actively involved and consulted with in planning their support package. Where additional legal protection was required the registered manager knew who to liaise with so that people’s rights were protected.
Opportunities for staff training and development were provided enabling staff to develop their knowledge and skills. More bespoke training in the specific needs of people was also provided. This helped to ensure people were supported safely and effectively so their individual needs were met.
Where necessary people were supported in meeting their nutritional and hydration needs. Advice and support was sought from the speech and language therapists or dieticians where potential risks had been identified.
People's care records showed that thorough assessments had been completed prior to the service commencing. Once agreed a detailed person centred plan was implemented providing good information about people’s wishes and preferences and clearly guided staff in the support people wanted and needed.
Systems were in place for the reporting and responding to any complaints brought to the attention of the service. People said they had no issues or concerns but felt they could discuss anything with the management team or staff if they needed to. People were confident they were listened to.
Thorough systems were in place to assess and monitor the quality and safety of the service so that improvements were identified and acted upon. Opportunities were provided for people, their relatives, staff and professionals involved with the service to comment on their experiences and the quality of service provided.
The registered manager was aware of events such as accidents or incidents, which should be notified to CQC. This information helps us check the service is taking action to ensure people are kept safe.
Pre-inspection information requested from the provider, which is required by law, had been provided to CQC as requested.