Complex Intervention Service

Complex Intervention Service is a domiciliary care service providing the regulated activity of personal care. The service provides reablement support and short-term assessment to people living in their own houses, flats and within specialist housing schemes for up to 6 weeks.

At the time of our inspection there were 96 people using the service. 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. The provider confirmed 72 people were in receipt of the regulated activity of personal care.

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

Enough numbers of staff were available to support people safely, but concerns were raised that there were no set or estimated call times when staff visited. This meant people could not be assured what time staff would arrive. The majority of risks to people’s safety and wellbeing were assessed and recorded. Improvements were required to ensure all risks were recorded. People’s care and support needs were documented. However, more detail was required to make these more person-centred and to include clear information for staff of the care to be delivered. The registered manager provided an assurance these areas would be addressed. We have made a recommendation about staffing, risk management and care planning.

People told us they were safe and had no concerns about their safety. Suitable arrangements were in place to protect people from abuse and avoidable harm. Staff understood how to raise concerns and knew what to do to safeguard people. Appropriate arrangements were in place to ensure people received their medication, records were maintained to a good standard and staff appropriately trained. Staff recruitment and selection practices and procedures were robust. People were protected by the service’s prevention and control of infection arrangements.

Suitable arrangements were in place to ensure staff were trained and newly appointed staff received a robust induction. Staff felt valued and supported by the registered manager and organisation. People's dietary needs were met. The service worked collaboratively with others and ensured people had access to healthcare services when needed. 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 support this practice.

Relatives confirmed their family member was treated with care, kindness, respect, and dignity. Relatives were consistently reassuring about staffs caring attitude, confirming there were positive interactions with staff. People told us the service was well managed. Quality assurance arrangements enabled the provider and registered manager to monitor the quality of the service provided and staff performance.

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 the service at the previous premises was outstanding, published on 19 October 2019. The overall rating for the service has changed from outstanding to good, based on the findings of this 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.