Archived: Complex Intervention 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