Innovate Complex Care Services achieved a Good rating across all five key questions at its first inspection, demonstrating safe medicines management, skilled specialist staffing, and strong person-centred care for children and adults with complex needs. No registered manager was in post at the time of inspection, though clear interim management arrangements were in place and a new manager had been recruited.
Strengths
· Medicines managed safely with regular MAR audits and staff trained and assessed for administration
· Specialist nursing staff including paediatric nurses recruited to meet complex care needs of children and adults
· Innovative person-centred initiatives such as 'Brave Tracheasaurus' teddy to support children with tracheostomies
· Strong feedback mechanisms including weekly manager calls, video calls, online questionnaires and monthly meetings
· Staff champions system developed to embed specialist knowledge across the team
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
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, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
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: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
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: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Continuous learning and improving careGood
well-led: How the provider understands and acts on the duty of candourGood