Complexus Care

Updated 12 May 2023

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 1 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.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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 it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 24 April 2023 and ended on 28 April 2023. We visited the location’s office on 24 April 2023.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority. The provider had completed a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 2 people who use the service, 2 relatives, 1 staff member and 1 health care professional by telephone. We also spoke with the registered manager, clinical lead, office manager and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We emailed requests for feedback to 21 staff and 3 health and social care professionals. We received feedback from 3 staff members and 2 health and social care professionals. We reviewed a range of records concerning the management of the service and looked at 2 peoples care records, including medicines records, and 6 recruitment records.

Updated 12 May 2023

About the service

Complexus Care is a domiciliary care agency providing personal care support to people in their own homes. The service provides support to people with a range of complex care needs, including specialised support to people that have sustained a Spinal Cord Injury. At the time of our inspection there were 4 people using the service.

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

People were safe. Staff were recruited safely and were aware of safeguarding procedures. Risk assessments were person centred and developed with the person. Medicines were managed safely. People and their relatives received training to reduce the risk and spread of infection.

People received effective care and support from a skilled staff team. People’s needs, preferences and wishes about their care were assessed with them by the provider. Staff received training appropriate to their role. Staff worked diligently to support people to maintain healthy lives. 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.

Staff were kind and caring. People were treated with dignity and respect. Staff knew people well and respected people's individuality. People were encouraged and supported to maintain their independence.

Records were detailed, person centred and regularly reviewed. The provider had a clear and detailed audit process and was driven to improve on the service they provided. People were supported to take part in activities they chose and maintain relationships important to them. Complaints were responded to appropriately. The provider sought regular feedback to help them improve the service. Staff told us the registered manager was exceptionally supportive.

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 05 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.