Complex Case Management Limited

Updated 28 February 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. The registered manager was not available at the time of the inspection. The acting manager had oversight of the day to day operation of the service and intended to apply for registration.

Notice of inspection

We gave a short period notice of the inspection. This was because it is a small service and we needed to be sure a manager would be in the office to support the inspection.

Inspection activity started on 4 February 2020 and ended on 5 February 2020. We visited the office location on both days.

What we did before the inspection

We reviewed information we had received about the service since the last inspection, such as notifications. These inform us of events that happen in the service which the provider is required to tell us about by law. We sought feedback from the local authority. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We visited the office and spoke with the acting manager, the office manager, the care coordinator, the team administrator and the case management assistant. We also spoke with one person using the service, one relative and two members of staff over the telephone.

We reviewed a range of records. This included two people’s care records and associated documentation. We also looked at the staff training records and a variety of records relating to the management of the service, including policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 28 February 2020

Complex Case Management Limited is a domiciliary care agency that is registered to provide personal care to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. At the time of the inspection, three people were supported with their personal care needs.

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.