Complesso Healthcare Solutions Also known as Community Response Service

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy. However, we found the way staff completed people’s care records was not always dignified. For example, records we reviewed prior to the inspection visit showed staff record keeping was poor and language used was not always dignified. During the inspection visit we reviewed people’s care records and found no concerns. The providers told us they had taken action to improve the quality of records and had provided additional training to the staff team.

People and relatives we spoke with told us staff treated them in a kind way. One person said, “Staff are caring and respect me.” Staff we spoke with spoke with compassion about the people they supported and spoke about wanting to provide people with a positive experience of care.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s culture and protected characteristics. Staff shared examples with us of how they and their teams had supported people with specific needs in relation to their sexuality, ethnicity and age. Where people had preferences around who they wanted to support them, this was respected, and arrangements were made to recruit staff to meet the needs of an individual.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to develop their skills for independent living where possible. Staff shared examples with us of where people had requested support to become more independent, for example 1 person wanted to take more responsibility for their own finances, so work was underway to assess if this was a possibility for the person. Another person had asked staff to support them in finding employment, and staff were doing this while giving consideration to the impact of this on the person’s current financial situation. One staff member shared with us how they gave people choice and control when supporting them with personal care. They said, “I know [person’s name]’s mood, what they like. When they shower, they want to lead, if they’re not ready, just give them time and wait."

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Relatives told us they felt staff were responsive to people’s needs and knew them well. Records showed where people’s needs changed and specialist support was required. Staff made referrals to the relevant professionals, for example, contacting a GP for advice or requesting an appointment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff spoke positively about the support they received from both the management team and the directors. One staff member said, “The directors are genuine people who care about us and the people we support.” Another staff member spoke of the support they had received which enabled them to support people well. They commented, “I love working here. I had a quarterly review. They are actually interested in you, are you having challenges, are you being supported, are you comfortable with the people you support? If you are having issues, at no point do you feel left alone.”

Staff were supported through one to one meetings and training opportunities to develop in their role. Managers told us they identified people within their staff teams who were aspirational and wanted to progress and worked to support them to do so.