This announced inspection took place on 26 and 27 March 2018. This is the first inspection carried out by the Care Quality Commission (CQC). Not everyone using Debbie Eaton Case Management Ltd receives a 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 the inspection there were two people receiving personal care.

The service is a case management service. The purpose is to support people who have experienced catastrophic or life changing injuries including brain injuries. The service acts as an intermediary between the person requiring support and specialist agencies who supply the care (support workers). Case managers are responsible for ensuring people's needs are met. They work alongside agencies such as solicitors, the Court of Protection and health and social care organisations. They also support people to employ their own staff, for example support workers and/or therapists.

The service had a registered manager in place. 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.

The service was safe because it had systems in place to ensure people were safeguarded against the risk of harm or abuse. The provider had trained staff in how to safeguard people. Care plans and risk assessments provided information to staff on how to minimise the risk of injury. Sufficient staff were in place to support people. Staff had been trained in the areas required to keep people safe, this included areas such as supporting people with challenging behaviour.

Staff were provided with support through training, supervision, appraisals and team meetings. We were told the senior staff were easily accessible and responded to requests for support.

People's care plans were person-centred and reflected their cultural, social and health needs. Systems were in place to ensure coordinated person centred care benefitted people. People’s health care needs were considered and appropriate support was available to help people maintain their health. Support was available to people when they needed it. Relevant others were kept informed of any changes to the care plan or changes in the needs of the person.

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 service support this practice.

People were treated equally and fairly regardless of their disability, gender, age or chosen lifestyle. Staff received training in equality and diversity. The service ensured that people had access to the information they needed in a way they could understand it and were complying with the Accessible Information Standard.

The provider had a complaints policy and procedure. Staff were aware of how to access the information if needed to deal with a complaint. Complaints had been dealt with appropriately and to the satisfaction of the complainant.

End of life care plans were in place for people, the registered manager was knowledgeable about how people’s rights should be protected when making decisions regarding resuscitation. Do not attempt resuscitation forms had been completed for people where this was appropriate.

We received positive comments about the management of the service from staff, a relative and a healthcare professional. Through our discussions it was evident their focus was on meeting not only people’s needs but their dreams and desires. Where possible they had helped to make these things a reality for people. This improved the quality of life for people and pr