Integrated Case Management Ltd

“Date of Assessment: 7 to 21 January 2025. Integrated Case Management Ltd is a specialist agency which provides bespoke case management support and advice to both adults and children with life changing injuries, including spinal cord injuries, acquired brain injury and complex orthopaedic injuries. They also work with adults and children who have sustained life changing disabilities as a result of clinical negligence. Case managers work with people to set up and coordinate their rehabilitation, care and support needs. The provider was in breach of the legal regulation relating to safe recruitment. Recruitment processes were not robust and did not demonstrate staff had always been recruited safely into the service. The service had a good learning culture to ensure they were consistently improving. Staff understood and managed risks. They protected and kept people safe from harm. The facilities and equipment met the needs of people using the service. Medicines were well managed. Staff included people in the planning of their care. Staff understood the importance of seeking consent and what their legal responsibilities were to support people who lacked capacity. Staff monitored people’s health and worked well with other agencies to ensure the best outcomes for people. Staff treated people with kindness and compassion. They treated people as individuals and supported their preferences. The service ensured people could access the health support they needed. The provider and staff had a shared vision and culture based on listening, learning and trust. Staff felt they could be open and supported to give feedback and were treated well when they did so. They were treated equally, free from bullying or harassment and people with protected characteristics felt supported and empowered.”