CA Case Management Ltd

Updated 19 October 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector, and one Expert by Experience, to obtain feedback from people using the service or people’s relatives or representatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

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

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 21 September 2022 and ended on 30 September 2022. We visited the location’s office on 21 September 2022.

What we did before the inspection

We reviewed information we had received about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with six members of staff including the registered manager and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with two people who use the service and six relatives by telephone about their experiences of the care provided.

We reviewed a range of records. This included three people’s care records and medicine records. We looked at three staff files in relation to recruitment and a variety of records relating to the management of the service. We continued to seek clarification from the provider to validate evidence found. We looked at training, quality assurance records and policies and procedures.

Updated 19 October 2022

About the service

CA Case Management Ltd is a domiciliary care agency, specialising in the provision of case management services for people with brain injuries and their families. This includes providing comprehensive care and therapy packages, tailored to meet people's individual needs . CA Case Management Ltd provide personal care to adults and children with physical disabilities in their own homes. At the time of this inspection, 30 people were receiving personal care.

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. Where they do, we also consider any wider social care provided.

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

People received safe care from staff who knew them well. There were safeguarding policies in place and the registered manager and staff knew how to identify and report any concerns.

The service had enough staff to meet the needs of the people using the service. Staff had been safely recruited.

Medicines were managed safely and administered by trained members of staff. Staff observations and competency checks were carried out.

Staff had access to personal protective equipment (PPE) and there were effective infection prevention and control measures in place.

People 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.

Relatives told us staff were kind and caring. They provided care and support to people in a respectful and dignified way.

People's individual nutritional needs were met. They received support to eat and drink enough to maintain a balanced diet. No-one at the service was receiving end of life care.

The management team were committed to providing a high-quality service to people, striving for continuous improvement. Systems were in place to monitor the quality of the service people received.

The registered manager understood their responsibilities and worked in an open and transparent way. Relatives were aware of how to approach the registered manager to raise concerns or complaints. One relative said, “We get on really well and the registered manager is in regular contact with us which is very helpful.” Another relative said, “Absolutely brilliant team and the registered manager comes in every month and ask us if everything is okay, so no problems.”

The registered manager sought support and liaised with other health and social care professionals regularly, as a result, staff met people's need safely and effectively.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 30 June 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.