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Date of assessment: 14 April to 2 May 2025. Spinal Injury Case Management Ltd is a specialist agency which provides bespoke case management support to adults with complex needs, often as a result of spinal injury, they also have experience working with cases involving limb amputations, severe orthopaedic injury and acquired brain injury. They provide immediate needs assessments (INAs) which recommend a plan going forward and they source equipment and therapies for rehabilitation. Case managers work with people to set up and coordinate their rehabilitation, care, and support needs. Spinal Injury Case Management Ltd oversees the recruitment process, training and performance management of support workers employed directly by the people using the service. The service is registered to provide personal care. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. Where they do, we also consider any wider social care provided. This is the first assessment of the service, and we carried out a comprehensive assessment looking at all 5 key questions and 33 quality statements. The provider had a good learning culture and people were protected and kept safe. Case managers understood and identified risks and how to mitigate them. Case managers made sure people’s directly employed support staff received training and regular appraisals to maintain high-quality care. People were involved in assessments of their needs and regular reviews took account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Case managers worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. The provider made sure people understood their care and treatment to enable them to give informed consent. Health and legal professionals and those important to people took decisions in people’s best interests where they did not have capacity. People were treated with kindness and compassion. Staff protected people’s privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. People were involved in decisions about their care. Case managers provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. People’s care teams worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care. The provider organisation had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping case managers develop in their roles. Case managers understood their roles and responsibilities and they worked with the local community and health professionals to ensure people received the best possible care and were receptive to new ideas. There was a culture of continuous improvement with case managers given time and resources to try new ideas.
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