Complesso Healthcare Solutions Also known as Community Response Service

Updated 1 October 2025

Date of assessment: 07 May 2025 to 22 May 2025. This responsive inspection was carried out following a review of concerns received about the service. Complesso Healthcare Solutions provides personal care to people living in their own homes. At the time of our assessment there were 13people in receipt of a regulated activity. Some people supported by Complesso Healthcare Solutions have a learning disability and/or Autism, or a physical disability.
 

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Risk management plans were not always in place where needed and records relating to the administration of medicines were not always clear. Although people did receive their medicines as prescribed. People’s capacity to make specific decisions about their care and support had not always been assessed and recorded accurately, and some language used in people’s care records lacked dignity.

People’s care was planned around their individual needs and staff knew them well. There were enough staff to meet people’s needs safely and the provider’s recruitment processes were safe. Staff knew how to identify concerns relating to people’s safety and the provider had well established systems in place to respond to any concerns.

The staff team worked in partnership with relevant professionals to ensure people received care that met their needs, and staff provided care in a way that promoted independence and individual choice. There were systems in place to review and respond to complaints and staff told us they felt supported in their roles.

Governance and oversight were provided by a management team who knew people well and understood their needs. The registered managers and providers were responsive to feedback and were committed to maintaining a positive learning culture.

Updated 1 October 2025

People and relatives spoke positively about the support they or their family members received. They told us any concerns were addressed promptly by the registered managers and felt able to raise concerns or questions directly with them. People received support at the time they needed it, from staff who knew them well and understood their needs. People felt the service was well managed and reported that staff were caring and treated them with respect. A relative told us, “The carer goes above and beyond, they know what they are doing.”