We carried out a review of the data available to us about Stokes England Office on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Stokes England Office, you can give feedback on this service.
Stokes England Office provide case management support for people affected by a brain injury and their families. The provider works with people and their families, legal representatives and healthcare professionals. The service undertakes assessments and provides and reviews care and therapeutic services for children and adults who, as a result of medical negligence or personal injury, have suffered brain injury, spinal injury, or other serious medical conditions. They develop, deliver and monitor a package of care for people to meet their individual needs, support their rehabilitation, and provide for their care and support. At the time of the inspection, support was being provided for 11 people.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People’s experience of using this service and what we found
There were safe systems in place to safeguard people from the risk of abuse. Risks to people were safely assessed and managed, and staff understood people's risks and how to support each person safely. People were supported by staff that had been safely recruited and knew people well. Medicines were managed safely, and staff followed correct infection, prevention and control procedures. There were systems in place for ensuring that each event, incident, accident and feedback was used as a learning opportunity to improve the service.
The management undertook assessments before agreeing to support people to ensure that their individual needs and preferences could be met by the staff team. This was in conjunction with legal representatives such as solicitors. People's care plans were developed with the person, their families and other health professionals involved in the person's support. Staff received an induction before supporting people and had their competency checked by the management team. Staff received appropriate training relevant to people they supported. Staff worked in partnership with other health professionals involved in people's care and support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were supported by staff that were thoughtful and caring. Staff understood and respected each person's individual characteristics, and respected people's privacy and dignity. People were involved in choosing the staff that supported them.
People's care was planned with staff and the person and their family. Staff understood people's unique ways of communicating and knew how to support the person to speak for themselves as much as possible. The registered manager had a complaints policy in place and used complaints and feedback as an opportunity to improve the service for people.
Managers and leaders created a transparent and honest culture for people and staff that was focused on ensuring everyone had the support they needed. The management were committed and enthusiastic about providing support and training for staff to enable them to provide people with the best support possible. The management team consistently reviewed the service through their governance systems and identified ways to improve things for people. People, their relatives and staff were given regular opportunities to be involved in how the service was run by being provided with regular opportunities to feedback on aspects of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 16 December 2020 and this is the first inspection.
Why we inspected
This was a planned inspection based on when the service registered with us.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.
This was an ‘inspection using remote technology’. This means we did not visit the office location and instead used technology such as electronic file sharing to gather information, and video and phone calls to engage with people using the service as part of this performance review and assessment.