- Homecare service
Care Connect UK
Report from 20 January 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 13 February to 28 February 2025.
The provider is a domiciliary care service providing support to adults of all ages living with mental health conditions, physical health conditions, learning disabilities and dementia. Care Connect UK had cultivated a positive learning culture and all staff displayed a strong passion and steadfast commitment to providing high-quality, person-centred care and support. Leaders and staff united around a shared vision and culture that prioritised active listening, ongoing learning, and mutual trust. Staff felt motivated to express their feedback. Staff had the necessary skills, qualifications, and experience to provide high quality care. A thorough assessment of people's needs was conducted prior to using the service, with both people and their relatives actively engaged in the assessment and care planning processes. Staff conducted assessments and reviews considering the communication, personal, and health needs of people. The provider ensured people understood their care and treatment options, collaborated with all relevant agencies to ensure optimal outcomes and smooth transitions during service changes. People received consistent person-centred care and were treated with kindness and compassion. Staff ensured the protection of their privacy and dignity, recognising each person as a unique individual while respecting their preferences. People were given options regarding their care, and individual choice was respected and independence promoted. Staff responded promptly to people’s immediate needs and dedicated time to interact and engage meaningful conversations with people. People expressed satisfaction with the care received from the staff, a sentiment echoed by their relatives. Staff communicated information in an accessible manner. People received fair and equal care and treatment. Staff worked to tackle health and care inequalities through training and feedback systems.
People's experience of this service
People told us they felt safe, were supported to maintain their independence and were involved in the design and delivery of their own care. They said staff were responsive, friendly, kind and compassionate. One person told us “The carers do an excellent job caring for me.” Staff understood their care needs and they were very happy with the way their care and support were provided. They indicated staff were knowledgeable and always acknowledged their unique identities. People understood how to give feedback, and most people felt confident the provider valued their contributions and responded accordingly. One person said, “I always feel my views are listened to.” However, some people mentioned the need for better communication regarding changes in call times and delays in staff arrival.