Care Connect UK

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.    

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. 

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider treated people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. People received support that was both compassionate and tailored to their unique experiences and life histories. Staff were able to articulate their approach to care, emphasising kindness and the protection of people’s dignity. We saw how staff used individual life narratives to ensure that each person's life was enriched with interests, hobbies, and daily activities aligned with their personal preferences. One staff member told us, “I ensure care promotes dignity and respect by listening to individuals, giving them choices, respecting their privacy, and ensuring their needs and preferences are met in a compassionate and respectful way.” One person we spoke with told us, “I am treated with respect and dignity. The care they provide is fantastic.” Another person said, “The staff are exceptional.” We saw staff consistently made time to engage in conversation and listen attentively to people. Relatives expressed their satisfaction with the compassionate care provided.  Comments from relatives included, “The staff do everything they need to do with attention and care. Many times, they do more than expected of them.” “We have had at least four other care companies over the last ten years. Care Connect is the best we have ever had.” “Care Connect always reassure me if I have any questions and really listen and do whatever they can to help. [Name] is listened to, and arrangements are always made to make things as comfortable and easy for them as possible.” We saw an example of the provider implementing additional support to a person experiencing bereavement. Staff told us how people's care plans were changed when they want staff to do something differently.  We saw in peoples care plans that they were regularly consulted with and asked how they were feeling about their health and wellbeing.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We saw how the initial assessment conducted by the management team was a very thorough process, where time was taken to ensure people’s individuality was captured. Direct quotes from people were included frequently throughout their care plans. The registered manager was able to provide several examples when the organisation has gone above and beyond to accommodate people’s individual needs. One person was encouraged and supported to take part in further education and activities of their choice. Prior to being supported by Care Connect UK they struggled with social anxiety. They expressed how much they were now enjoying being part of the community. Another person’s life was enhanced due to how well staff knew them, communicated with them, and their commitment to providing the necessary support. This created new possibilities for the person, allowing them to lead a fulfilling and meaningful life abundant with opportunities. People we spoke with expressed they were treated with the highest level of respect. One person told us they feel recognised as a unique individual, and they were supported by a staff team with whom they had developed a close relationship. Comments included “They know me so well,” “I cannot praise Care Connect, and especially my carers, highly enough, they do a fantastic job.” Staff demonstrated an understanding of the needs and preferences of the people they visited. One staff member said, “It is important to treat the person like you would treat your loved ones. Ensure individual preferences are always considered.” Information within care plans indicated that staff had engaged with people regarding their care preferences and ensured that any cultural requirements were addressed.   

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.  The registered manager told us staff supported people to attend their chosen social groups and any activities of interest to them. People told us they had regular communication with staff, and they were able to express their preferences. Care plans reflected people’s choice with regards to care, and where it was important to people to maintain their independence.  We saw an example of one person strengths and skills being embraced to promote their confidence and independence. In another example we saw how the manager personally supported someone to enrol in a six-month anxiety course, which, with their encouragement and support, resulted in transformative outcomes that allowed the person to reconnect with the community. We saw how specific instructions had come directly from people and were used in their care plans. For example, we saw in one person’s care plan how and when personal care must be given and why it is important to the person. We saw in another person’s care plan how they like their clothes and other personal items to be set out in a particular way. In one person’s care plan the importance of waking them up very gently being emphasised. One staff member said, “We ensure people maintain independence, and they are included in their chosen social activities.” A second staff member told us, “We give people a choice and encourage independence.” Another staff member said, “We never go to support a person with presumptions they can't do things they want to.” People and relatives told us people were encouraged to make daily choices about their care, for example, what clothes to wear and what food to eat. One person we spoke with said, “I am in control of my own care and support.” People told us they received the care they wanted, and staff were good at their jobs. One person said, “The carers do an excellent job."

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People told us staff were responsive to their needs. One person we spoke with told us, “I cannot praise them enough.” Staff understood people’s health conditions and knew how to respond in an appropriate responsive manner. Staff were able to describe how they communicated with people effectively and how they would respond to people in different situations. One relative told us, “I think the staff deal well with the challenges my relative presents.” We saw from daily case notes examples of care staff taking autonomy and acting responsively to people’s immediate needs. One staff member said, “It is about respecting people with patience and kindness and not rushing people.”  One person told us, “All the staff are always willing to help.” Another person we spoke with said, “I appreciate the communication between the office and myself.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were equipped with the right skills and knowledge from a robust training programme and a variety of further training opportunities in relevant areas. Staff received regular supervision, were encouraged and supported by management to enhance their skills and were given opportunities for progression. One staff member said, “I have regular supervision meetings with my line manager, where we discuss my performance, any challenges, and areas for professional development. These sessions are helpful in providing feedback and support.” Systems were in place to ensure wellbeing in the workplace and to recognise staff. All staff members we spoke with told us they felt valued, respected and supported within their roles. One staff member we spoke with told us leaders, “Have been incredible and supported me through a very difficult time.”  Another staff member said, “The managers go above and beyond. We are listened to.” Staff schedules are monitored to ensure their safety and alternative transport is arranged if needed, for example, during times of bad weather. The provider also supported staff with any health issues, making appropriate referrals and providing staff with an employee assist programme. However, some staff told us it can be difficult when trying to cover staff absence. They mentioned feeling under pressure due to travel time between appointments not being included.