Stokes England Office, a case management provider supporting 11 people with brain and spinal injuries, received a Good rating across all five key questions at its first CQC inspection in June 2022. The service demonstrated safe, person-centred care with strong multi-disciplinary partnerships, robust governance, and a transparent leadership culture, with a noted area for development in making care plans more person-centred beyond clinical detail.
Strengths
· Robust safeguarding systems with timely referrals to local authority and CQC notifications; local authority noted 'The management team engage very well with us.'
· Medicines managed safely including complex PEG administration, with competency assessments at induction and at least twice-yearly thereafter.
· Staff matched individually to each person; people involved in interviewing new staff to ensure compatibility.
· Comprehensive multi-disciplinary working with physiotherapists, SaLT, OTs, neurologists and GPs, with professional guidance embedded in care plans.
· Strong person-centred, open leadership culture with service improvement log aligned to CQC KLOEs, regular audits, and accessible feedback mechanisms.
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood