The Care Quality Commission has rated Resurgence Case Management Limited, a service providing care to people in their own homes, as outstanding in all areas following an inspection carried out between February and March.
Resurgence Case Management Limited, run by a provider of the same name, is a care at home service providing support to children, young people and adults. At the time of this inspection, they were supporting 17 people. This was the first inspection of the service.
As well as the overall rating, the ratings for safe, effective, caring, responsive, and well-led are all also outstanding.
Linda Hirst, CQC deputy director of operations in the north, said:
“To be rated outstanding for all five key questions, especially at a first inspection, is a phenomenal achievement that staff and leaders at Resurgence Case Management Limited should be proud of.
“Staff and leaders genuinely cared about people, which was evident in the person-centred care we witnessed. A relative told us the care of their loved one had been life changing. They told us Resurgence were like a family and they were always there for any support they needed.”
“Staff wrote care plans that were detailed and reviewed regularly with input from people using the service, their relatives, and external professionals, with whom the service had a developed an excellent working relationship.
“Staff were well-trained and extremely knowledgeable. Staff were generally paired with the same clients to ensure consistency which is important for knowing people’s likes and dislike and their communications preferences. For example, one person was visually impaired and had sensory processing difficulties. Staff knew this person well and knew they preferred to have staff explain what they were doing before doing it, rather than just touching them as they knew this could startle them.
“People were supported to be independent and find meaningful activities, such as home exercise programmes and gym memberships. A relative told us their loved one felt like they were able to be like a normal teenager which was so important to them.
“Staff helped one client develop their independence skills, through role modelling, active participation and self-reflection, which enabled the person to move into their own property, find work, and enjoy a holiday.
“Resurgence Case Management Limited are a shining example of the standard of care that people should expect to receive. They are thoroughly deserving of their outstanding rating and other care organisations should look to this report to see what they can learn.”
Inspectors found:
- Staff were recruited safely and fully understood their role and responsibilities to protect people from abuse.
- Detailed risk assessments were in place and where hazards had been identified, effective plans were created to manage the risk.
- People and their relatives felt at ease to raise concerns. They were confident they would be listened to and that an appropriate resolution would be found in a timely way.
- The registered manager really believed in the importance of learning lessons from incidents and implementing improvements to the service as a result. The very low number of incidents and quality of the actions taken to mitigate risks showed that learning from events had been successful.
- Leaders and staff collaborated well with external partners to ensure continuity of care and seamless transitions between services.
- Leaders had put effective systems and processes to manage medicines well and ensure people received their medicines as prescribed. Staff received advanced medicine training to enable them to administer medicines by special techniques.
- Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. People had access to relevant professionals who worked alongside staff and leaders to ensure people received the best care possible.
The report will be published on CQC’s website in the next few days.