Archived: Complex Intervention Service

Updated 19 October 2019

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 an inspector.

Service and service type

Complex Intervention Service is a domiciliary care agency providing personal care and rehabilitation to people living in their own homes following discharge from hospital and to those with complex needs. This can include stroke survivors, people with unstable fractures, admission avoidance and crisis intervention. The service provides specialist support, through rehabilitation and reablement programs to assist people to achieve optimal independence.

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 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.

Notice of inspection

This inspection was announced.

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 site visit activity started on 15 August 2019 and ended on 27 August 2019 when we gave feedback. We visited the office location on 15 and 21 August 2019 and met with the registered manager, staff and reviewed care plans and other records.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who worked with the service. 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. We used all this information to plan our inspection.

During the inspection

We visited people’s homes on 21 August 2019 and spoke to four people who used the service and three people’s relatives. We carried out telephone interviews on 23 and 26 August 2019 and spoke with five people who used the service and two relatives about the care provided.

During our visits to the office we spoke with the registered manager, assistant manager, resource planner, three seniors and four care staff.

We reviewed a range of records. This included nine people’s care records. We looked at four staff files in relation to recruitment and staff supervision. We also looked at a variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We received verbal and electronic feedback from two professionals involved with the service.

Updated 19 October 2019

About the service

Complex Intervention Service is a domiciliary care agency providing personal care, reablement and rehabilitation to people living in their own homes following discharge from hospital and to those with complex needs. This can include stroke survivors, people with unstable fractures, admission avoidance and crisis intervention. The service provides short-term specialist support, through rehabilitation and reablement programs to assist people to achieve and maintain optimal independence, health and wellbeing.

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

People received exceptional high-quality care that met and exceeded their individual needs and expectations. Without exception, feedback was overwhelmingly positive from people, relatives and professionals about the extremely compassionate and caring approach of dedicated and motivated staff, who repeatedly went the extra mile to enable people to do things for themselves and to regain their independence as quickly as possible. Through the diligent care and support provided many people were able to resume their previous lifestyles.

People praised the way staff were proactive in checking if there was anything additional they could do to assist them in their daily lives. People told us they felt safe and were supported by skilled staff who ensured their needs had been met as they preferred.

People felt valued and respected by staff who consistently promoted their dignity and wellbeing. Staff had received training in equality and diversity and were knowledgeable about protected characteristics identified in the Equality Act 2010.

Staff were exceptionally responsive to changes in people's needs and circumstances, adapting the service to ensure people were provided with individualised, person centred, high quality care.

People were supported to maintain their health and to access relevant services. Staff were knowledgeable about people’s risks and how to care for them safely. They understood how to protect and safeguard people and had a positive attitude to reporting concerns.

Staff were extremely motivated and passionate about their role and understood their responsibilities. They actively involved people and their relatives in the ongoing design and delivery of their care in line with their identified needs, which assisted them to make a quicker recovery.

Feedback was actively encouraged, valued and acted on. People, relatives and professionals expressed confidence that they could raise issues or concerns with any member of staff or the management team and that these would be addressed.

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.

The service was extremely well-led. Robust quality assurance systems had been established to ensure the service succeeded in delivering positive outcomes for people. A visibly person-centered culture had been firmly embedded, with a clear commitment to delivering high-quality person-centered care which reflected people’s aspirations, hopes and needs. This was reinforced by the provider’s principles, values and expectations of staff. This underpins the characteristics of an outstanding service.

Rating at last inspection

This service was registered with us on 10/10/2017 and this is the first inspection.

The provider previously operated a service that was rated Outstanding (published 08 October 2016). Since this rating was awarded the provider has altered its legal entity. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the date from their registration.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

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