Complexus Care, a specialist domiciliary agency supporting 4 people with complex needs including spinal cord injury, achieved Good ratings across all five key questions at its first inspection in April 2023. The service demonstrated outstanding person-centred practice in recruitment, care planning, and multi-agency working, with no areas of concern identified.
Strengths
· Person-centred recruitment process involving people in selecting their own support staff, including interviews at their homes
· Highly specialist care for spinal cord injury with tailored risk assessments including holiday trips and complex needs
· Freedom to Speak Up Guardian introduced to promote open culture and protect people from abuse
· Nominated individual (pharmacist) actively supported people with medicines management, working with hospital teams
· Staff described as exceptionally supportive by colleagues; registered manager responsive and knowledgeable
Quality-Statement breakdown (22)
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
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 care; Supporting people to live healthier livesGood
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 isolation; support to follow interestsGood
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 staff; Continuous learning and improving careGood