North Star Case Management Ltd

North Star Case Management Ltd is a domiciliary care agency that provides a specialist support and rehabilitation service, coordinating bespoke care packages for adults and children who have sustained complex life changing injuries such as an acquired brain injury. Case managers work closely with people and families to set up and coordinate their rehabilitation, care and support needs. At the time of our inspection there were 20 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.

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

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

Right Support:

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.

People’s goals and wishes were considered as part of their assessment of needs and the case managers ensured these were met. People's interests, goals and wishes were considered, and people were supported by staff to take part in activities and social events. Staff understood how to communicate with people effectively and used technology to do this. People were supported with their hydration and nutritional needs.

Right Care:

People’s relatives we spoke with were very complementary about the care their loved one received and were fully involved in people’s care. People and their families were involved in the recruitment of care staff with the support from their case manager. Staff were trained and had the skills to meet people’s needs and keep them safe.

Staff understood how to protect people from poor care and abuse. Staff administering medicines had received the appropriate training and had been assessed as competent to administer medicines safely. Staff demonstrated an awareness of the importance of infection control when supporting people with complex health conditions.

Right Culture:

People were supported by staff that promoted a positive culture which was person-centred and inclusive. Staff were committed to support people to excel in life and worked with other professionals to ensure, where possible, people could lead a life that was not restricted by their injury and health conditions. Relatives told us they had not had to raise a complaint but were confident to raise any concerns they had and felt they would be listened to.

The provider and registered manager had a clear understanding of their role in ensuring effective oversight and management of the service. Systems and processes were in place to seek feedback from people, their relatives and staff to improve the quality of people’s care. Staff worked closely with a range of health and social care professionals to achieve positive outcomes for people.

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 08 April 2022 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.