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Care and Case Management Services Limited Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 31 October 2018

Care and Case Management Limited was inspected between 10 and 26 September 2018 and was announced. We gave the service 48 hours’ notice of the inspection as this was a small service and we wanted to ensure management and staff were available to speak with us.

Care and Case Management Services Limited is a private case management service, providing case management, personal care and support services. It is an independent company predominately commissioned by Deputies appointed by the Court of Protection or litigation solicitors. The service undertakes assessments, and provides and reviews care and therapeutic services for children and adults who, as a result of medical negligence or personal injury, have suffered brain injury, spinal injury, or other serious medical conditions.

The service coordinates services from an office base in Stokesley. However, services are provided across a wide geographical area in the north of England. At the time of the inspection, 14 people were receiving personal care support.

Care and Case Management Limited was last inspected on 16 December 2016. The overall rating for the service was good. On our last visit the well-led question was rated as outstanding. This inspection has found the service has improved it’s rating from good to outstanding.

There was a registered manager in place at the time of our inspection. 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.

Staff we spoke with told us of the excellent support for their personal and professional development. There was a proactive support system in place to encourage staff to develop and deliver outstanding care.

People were supported by staff who were extremely well trained. All staff received what one member of staff referred to as an “exceptional” induction, which introduced them to what excellent care meant for each individual person. Staff received mandatory training in addition to specific training for people’s individual needs delivered by specialists in that field. The service had innovated to deliver observational training across a wide geographical area. Staff consistently expressed an enthusiastic commitment to providing excellent care. The service was proactive in seeking professional advice and in working with other specialists to give people the best possible outcomes for a fulfilled life.

The registered manager and staff were clear about their responsibilities around the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS) and were both innovative and dedicated in their approach to supporting people to make informed decisions about their care. People were fully 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. Staff advocated on behalf of people to challenge decisions about people's care and also to challenge poor practice by other services ensuring people got the rights and services they were entitled to.

We heard how the staff team by their dedication, knowledge and kindness had helped people and families live meaningful and fulfilled lives following the tragedy of an acquired brain injury, often caused in highly traumatic circumstances. We heard so many stories of the practical and emotional support provided to people and their families that had helped their lives. On an individual basis, staff recognising when people were in danger of becoming overwhelmed and offering their personal time or specialist help to keep people and their family or loved ones together.

People were placed at the heart of the service by strong, caring leadership which promoted an open culture. The m

Inspection areas

Safe

Good

Updated 31 October 2018

The service remained good.

Effective

Outstanding

Updated 31 October 2018

The service improved to outstanding.

Staff told us about personalised training opportunities that improved the quality of life of people using the service as well as giving staff excellent continuing professional development.

The service had developed an innovative way of delivering the Care Certificate that meant it was personalised to each individual's staff team.

We saw people were assessed in a multidisciplinary format by highly qualified staff that was praised by external professionals for its detail and robustness.

The service was committed to ensuring peoples rights were upheld and worked with legal advocates, ensuring court deputies were involved in any best interest decisions.

Caring

Outstanding

Updated 31 October 2018

The service had improved to outstanding.

Staff were extremely skilled in clear communication and the development of respectful warm and caring relationships with people and their families, involving them in all decisions.

Staff supported people to build their confidence and to feel reassured. They were exceptional in enabling people to be as independent as possible.

The service also supported its own staff team with a caring approach to their well-being and promoted equality and wellbeing for everyone.

Responsive

Good

Updated 31 October 2018

The service remained good.

Well-led

Outstanding

Updated 31 October 2018

The service remained outstanding.