# Total Case Management

*Operated by Total Case Management Limited.*

Total Case Management is a CQC-regulated home-care agency in Frodsham.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 25/12/2021

## Practical info

- Postcode: WA6 7FZ
- Registered manager: Tipton, Collette Lesley
- Local authority: Cheshire West and Chester
- Region: North West
- City: Frodsham
- Last CQC check: 25/Dec/2021 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2021-12-25
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2021-12-25
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-12-25

### effective

- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet; Staff working with other agencies
  - Published: 2021-12-25
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2021-12-25
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2021-12-25
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-12-25

### Other

- Finding
  - Evidence: Relatives spoke positively about the registered manager's transparency and leadership.
  - Published: 2021-12-25
- Finding
  - Evidence: Open culture in which all safety concerns raised were valued as integral to learning and improvement.
  - Published: 2021-12-25
- Finding
  - Evidence: Regular audits on medicine administration and care plan reviews undertaken to monitor standards.
  - Published: 2021-12-25
- Finding
  - Evidence: Systematic approach to working with other professionals to improve care outcomes.
  - Published: 2021-12-25
- Finding
  - Evidence: Person-centred culture with activities tailored to individuals, including arranging music therapy and accessible holiday experiences.
  - Published: 2021-12-25
- Finding
  - Evidence: Assistive technologies used effectively to allow people with limited verbal communication to express their views.
  - Published: 2021-12-25
- Finding
  - Evidence: Innovative methods introduced to encourage independence, such as use of Neater Eater assistive technology.
  - Published: 2021-12-25
- Finding
  - Evidence: Staff received training and competency checks to ensure they administered medicines in line with best practice standards.
  - Published: 2021-12-25
- Finding
  - Evidence: People were fully involved with the selection of their staff team, including attending interviews of potential staff.
  - Published: 2021-12-25
- Finding
  - Evidence: Care plans and risk assessments were thorough and gave staff detailed guidance on how to keep people safe from avoidable harm.
  - Published: 2021-12-25
- **infection_control** _(minor)_
  - Evidence: Staff completed weekly COVID-19 tests however, the type of test used was not always in line with current government guidance.
  - Published: 2021-12-25

### responsive

- Finding
  - End of life care and support
  - Published: 2021-12-25
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-12-25
- Finding
  - Meeting people's communication needs
  - Published: 2021-12-25
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2021-12-25

### safe

- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-12-25
- Finding
  - Using medicines safely
  - Published: 2021-12-25
- Finding
  - Assessing risk, safety monitoring and management; Learning lessons when things go wrong
  - Published: 2021-12-25
- Finding
  - Staffing and recruitment
  - Published: 2021-12-25
- Finding
  - Preventing and controlling infection
  - Published: 2021-12-25

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; Continuous learning and improving care
  - Published: 2021-12-25
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2021-12-25
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-12-25

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-8934180122

HomeCare Compass is an independent guide and is not affiliated with the CQC.