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Westcountry Case Management Ltd Outstanding

Inspection Summary

Overall summary & rating


Updated 12 March 2020

About the service

Westcountry Case Management (WCM) is a specialist agency which provides case management support and advice to children and adults who have sustained complex life changing injuries such as an acquired brain injury, spinal injury or cerebral palsy. Forty case managers worked with people to set up and coordinate their rehabilitation, care and support needs mainly funded by legal compensation claims. Westcountry Case Management staff oversee the recruitment process, training and performance management of support workers employed directly by the people using the service.

The service is registered to provide personal care. At the time of our inspection there were 34 people receiving the regulated activities provided by the service from Cornwall to Hampshire.

People's experience of using this service and what we found

People were at the heart of the service and were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had completed a high level of specialist training which provided them with the expertise to assess, monitor and support people with their complex needs. The service worked closely with other health and social care professionals and lawyers involved in people's care to ensure they received a high level of care and support. Staff supported people in a very person-centred way, tailored to individual complex needs and preferences to ensure they lived their best lives following life changing events.

There were very robust and high-quality governance systems in place to assess and monitor the service provided, with regular detailed reports also sent to the fee payers, (commissioners and lawyers). People's views were extremely valued and used to drive improvement. There was a complaints procedure in place. Care assessment and planning records were extremely detailed to enable close monitoring of peoples’ care, progress and future planning individual to them.

Risks in people's daily lives were assessed and mitigated with a focus on positive risk taking. Staff were provided with safeguarding training and understood how to keep people safe. Recruitment of staff was bespoke to each persons’ care management package and completed safely with peoples’ involvement. There were sufficient staff numbers and flexibility to provide the care and support required by people to meet their needs. People were supported to take their medicines safely, where this was required. Infection control procedures were in place.

People were matched with bespoke staff teams suitable to meet each individuals’ needs. Staff were very caring and compassionate and knew people extremely well, often building up close long term relationships. A separate WCM staff team were available to respond quickly when peoples’ personal staff were unavailable. People's rights to dignity, independence and privacy were promoted and respected. People's choices were always sought, valued and used to plan their care.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last comprehensive inspection rating for this service was good (published 29 April 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 12 March 2020

The service was exceptionally safe.

Details are in our safe findings below.



Updated 12 March 2020

The service was exceptionally effective.

Details are in our effective findings below.



Updated 12 March 2020

The service was exceptionally caring.

Details are in our caring findings below.



Updated 12 March 2020

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 12 March 2020

The service was exceptionally well led.

Details are in our well led findings below.