Emma Way Associates

Updated 22 September 2022

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 one inspector.

Service and service type

The service is a case management company. The service provides support with designing and co-coordinating support needs for people who have sustained a life changing injury such as orthopaedic, spinal cord or brain injuries.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

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 22 June 2022 and ended on 01 August 2022. We visited the location’s office/service on 23 June 2022.

What we did before the inspection

We reviewed information we had received about the service since its registration. The provider was not asked to complete 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 two people who used the service and one relative for feedback about their experience of the care provided. We spoke with five members of staff including the nominated individual, registered manager and a case manager. This included face to face and telephone conversations. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Updated 22 September 2022

About the service

Emma Way Associates is a case management service, designing tailored care packages and supporting the provision of personal care to people. The service provides support to people who have sustained a life changing injury such as orthopaedic, spinal cord or brain injury. This service is commissioned directly by lawyers and at times, directly by individuals to support people rebuild their life and address all their therapy, care, equipment, housing and transport needs. The service also support people through litigation processes to aid a successful outcome.

At the time of our inspection there were three people using the service who received support with regulated activities.

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.

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

People received safe care. Staff had required support and guidance to recognise and respond to risks associated with people’s care and wellbeing. There were systems within the service to safeguard people from avoidable harm and abuse.

Staff were employed directly by people who received care. Emma Way Associates provided support with the recruitment and on-going training and support of staff. Staff were skilled and experienced to meet the individual needs of people. They worked collaboratively with health and care professionals to ensure people’s health needs were met promptly and consistently.

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 were supported to maintain their independence. The systems within the service promoted their rights and choices and ensured they were treated with respect.

Each individual’s care and support was tailored to their needs. They directed their own care and were supported to follow the interests and meet their desired outcomes.

The service was well-led. The registered manager provided support and guidance to case managers. People had easy access to managers. They told us managers were proactive and promptly took action in response to their feedback or request. There were systems in place to monitor and improve the service.

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 06 August 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.