Care Expert and Clinical Case Manager

I would like to share my thoughts about ICC (Invictus Complex Care), what I have appreciated so much and how ICC is different to other care providers from my perspective and that of my client.

I think that predominantly, ICC have truly tailored the care for my client. I think that ‘tailored care’ is a phrase that is used lightly without much regard for what it actually means. But ICC has totally disregarded the ‘one size fits all’ approach that healthcare in general tends to work within, often subconsciously. My client’s health outcomes and care experience has been optimised by taking his individual needs and preferences into account.

·Recruitment of a care team solely for my client’s very specific needs.

·Inviting the client, support worker and case manager to shortlist applicants, be on the interview panel and make choices as to who should be employed. ·Both Directors visit and meet with my client and the team, and the Clinical Lead visits the client and care team regularly.

·ICC have become a vital part of the MDT, and attend regular meetings, reviews and liaise with the GP, Case Manager, Legal Team, mental health team and therapists on a regular basis regarding concerns, updates, and future issues.

·ICC have put their heart and soul into developing the team and in ensuring that the care records, incident reporting, daily observations and hand over documentation is excellent.

·ICC have produced care plans, risk assessments, protocols and policies which are regularly reviewed and updated. This documentation is specific to my client, is comprehensive, thorough and ensures that the care team are able to provide excellent and safe care and are trained and well informed and prepared for unusual events and occurrences.

·The care team have all received specialist training relevant to my clients very complex mental health and physical care needs. This is ongoing, often ad hoc, and always responsive to changes in my client.

·The care team are well paid, receive incentives and thank you gifts regularly for being innovative or undertaking a particular project.

·Both Directors are always available by phone and email and respond to queries, problems and requests extremely quickly and effectively.

·The Clinical Director is a highly trained and experienced complex care nurse and frequently rolls up her sleeves and works alongside the care team to monitor care input and to provide support to the team.

·As case manager I have thrown quite a few curve balls at ICC and asked them to make big changes at very short notice, or to implement something promptly. ICC have achieved and met these challenges with gusto, and with great success. They have never made me feel like a pain (even though I have definitely been one at times!) and always recognise the benefits and / or positives of changes.

·However, where a request is made that ICC consider may be risky to my client or to the care team, or may have long term negative effects, they are very robust and clear in their arguments and together we come up with alternative solutions.

·For the first time, I feel that my client is in the care of an organisation who puts his needs above anything else, he is safe, happy, well cared for and has excellent quality of life with a team of carers who he enjoys being around.