This was an announced inspection which took place on 26 and 27 June 2017. The inspection was announced to ensure that the registered manager or another responsible person would be available to assist with the inspection visit. This was the first comprehensive inspection of the service following their registration with the CQC in April 2014.

Complex Case Management provides bespoke rehabilitation, personal care and case management services to people throughout the North West who have sustained serious injuries including acquired brain injury, spinal injuries and orthopaedic injuries including amputation. At the time of our inspection the service was supporting 22 people. Not all people were supported in meeting their personal care needs however were provided with case management support.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People and their relatives or representatives spoke highly about the service and said their experiences had been positive. The management team and staff were described as, “Outstanding”, “Very professional and reliable” and a “High calibre team.”

The service worked collaboratively with other professionals so that people's social, emotional and physical needs were effectively met. Areas of potential risk had been identified, assessed and planned for to help reduce or eliminate the risks to people.

Staff were aware of their responsibilities in protecting people from abuse and knew the procedure to follow so that people were kept safe.

The management and administration of people’s medicines was safe and demonstrated people received their medicines as prescribed.

Robust recruitment procedures were in place ensuring only those applicants suitable to work with vulnerable people were appointed. Sufficient numbers of staff were available to support the individual needs of people.

The registered manager was aware of their responsibilities under the Mental Capacity Act. People told us they were actively involved and consulted with in planning their support package. Where additional legal protection was required the registered manager knew who to liaise with so that people’s rights were protected.

Opportunities for staff training and development were provided enabling staff to develop their knowledge and skills. More bespoke training in the specific needs of people was also provided. This helped to ensure people were supported safely and effectively so their individual needs were met.

Where necessary people were supported in meeting their nutritional and hydration needs. Advice and support was sought from the speech and language therapists or dieticians where potential risks had been identified.

People's care records showed that thorough assessments had been completed prior to the service commencing. Once agreed a detailed person centred plan was implemented providing good information about people’s wishes and preferences and clearly guided staff in the support people wanted and needed.

Systems were in place for the reporting and responding to any complaints brought to the attention of the service. People said they had no issues or concerns but felt they could discuss anything with the management team or staff if they needed to. People were confident they were listened to.

Thorough systems were in place to assess and monitor the quality and safety of the service so that improvements were identified and acted upon. Opportunities were provided for people, their relatives, staff and professionals involved with the service to comment on their experiences and the quality of service provided.

The registered manager was aware of events such as accidents or incidents, which sho