About the service: Northern case management is domiciliary care agency which specialises in case management and provides support and personal care for adults and children with an acquired brain and spinal cord injury.
People’s experience of using this service:
People were supported with a tailored package of care that was exceptionally personalised to their preferences and aspirations.
People told us they were supported consistently by staff who knew them and their care needs very well. Staff were especially kind and caring and people considered their support team to be “part of the family.”
People were highly involved in all aspects of their care. Staff supported people to choose adapted equipment and resources that were most suited to the individual’s specific needs.
Care records were remarkably detailed and specific to the person being supported. People’s choices and preferences, privacy and dignity and enhancing independence were all considered and consistently reflected and promoted within these records.
The service had an exceptionally positive approach to risk taking. People and relatives told us the team would work extraordinarily well together to find a solution to any potential barriers to enable people to reach their goals and access activities.
The service had an exceptionally positive approach to risk taking. People and relatives told us the team worked extraordinarily well together to find a solution to any potential barriers to enable people to reach their goals and access activities
Staff and management were well trained and had superb knowledge and experience to provide support tailored to the person they were supporting.
Staff told us they received all the support and information they needed to do their job. They felt listened to and valued by the management team.
There were quality assurance processes in place and the manager used information from accidents, incidents, complaints, other audits and feedback to deliver a high quality service and drive improvement.
Rating at last inspection:
At our last inspection (19 November 2016) the service had an overall rating of Good.
Why we inspected:
This was a planned inspection based on the rating of the service at the last inspection.
Follow up:
We will continue to monitor the service through information we receive and future inspections.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk