This announced inspection took place on 5 and 9 July 2018. This service provides case management, support with rehabilitation and personal care to adults and children who have sustained traumatic injuries or are living with long term health conditions. Not everyone using AKA Case Management Ltd receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection, 16 people were provided with personal care by AKA Case Management Ltd.

The service had a registered manager at the time of our visit. 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 a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Risks to people’s health and safety arising from their health condition or home environment were identified and assessed. However, improvements were required to ensure that risks were kept under regular review and decisions about people’s care were clearly recorded. Staff supported people to take medicines if required, but improvements were required to ensure the management of medicines was fully safe.

There were enough staff to meet people’s needs and staff were recruited safely. Systems and processes were effective in ensuring people were protected from the risk of abuse. People were supported by staff who understood their responsibilities for maintaining cleanliness and hygiene and to report accidents and incidents.

Staff had sufficient skills and knowledge to meet people’s needs. People were supported to eat and drink enough and to maintain their health. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the home supported this practice.

People were involved as partners in their care and were treated with kindness and respect. Staff used appropriate means of communication to aid people’s involvement and understanding. People were treated with dignity and respect by care workers and to maintain relationships that were important to them.

People received a comprehensive assessment before they started using the service and staff had sufficient guidance and knowledge to provide personalised care. Staff supported people to maintain and develop their independence, partake in activities and pursue their interests. The service considered whether people had any needs in relation to their disability, sexuality, religion or culture and these were incorporated into care plans if required.

People were provided with information about how to make a complaint about the service and people told us they were able to raise issues or concerns and these were responded to. The registered manager provided opportunities for people to provide feedback on the service they received.

The service was well managed. The registered manager was supported in their role by other senior members of staff. Checks were carried out on staff performance and staff felt well supported and involved in the running of the service. Other quality assurance processes were in place and the management team were in the process of refining roles and responsibilities in relation to monitoring the quality and safety of the service. The management team had strong links with external organisations and health professionals and staff were supported to develop in their roles.