Care Connect UK

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.   

 At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.   

This service scored 75 (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 ensured people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Leaders described how people were involved in their care and support, from the initial assessment and care planning to ongoing reviews and decision making. We saw people’s perspectives and preferences were acknowledged, valued, and integrated into their care plans, creating personalised care plans for staff to follow. Comprehensive records accurately represented the identified care needs of people, including details regarding their background, beliefs, culture, and other significant aspects of their lives. During the initial assessment and subsequent reviews, people, and those important to them, were given the option to access a family account. Relatives reported this gave them reassurance. Staff told us they felt they knew people they supported very well. One person confirmed this and told us, “The care and support I receive enables me to do the things I want to.” A relative told us when we asked if their loved one was involved in the assessment of their needs, and whether any support needed was provided to maximise their involvement, they said, “Yes, as much as is reasonably possible.”  

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People told us they received care tailored to their preferences. Risk assessments and care plans highlighted aspects of people’s care which required evidence-based care and treatment to be followed. People's care plans and records contained relevant, up to date nutrition and hydration information for staff to follow. One staff member told us, “I always ensure people’s needs are met and their wishes respected.” Another staff member said, “We listen to the person.” One person told us, “My views are listened to and taken into account.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Leaders collaborated with various professionals to ensure professional guidance was adhered to and integrated into care plans. Staff established strong working relationships with other agencies and organisations, collaborating effectively to achieve positive outcomes for people. Staff promptly made referrals and sought guidance from professionals when concerns were identified. Changes to people’s care were communicated to staff through the electronic care planning system. Documented evidence was available showing the guidance provided by healthcare professionals, which staff were instructed to follow. Professional partners we spoke with emphasised the professionalism and supportive nature of staff at Care Connect UK, both towards themselves and the people they supported. However, some of the care staff we spoke with told us communication could be improved. “Call times are difficult for carers with travel time. Office staff could support by ringing ahead to help if running over.”  

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Staff understood their role in supporting people to live healthier lives. The provider actively monitored people’s health to promote healthy living. One staff member said, “It is important to not take someone’s personal choice and wishes away from them.” Another staff member told us, “It is important to promote and respect people’s independence.” Guidance was provided to staff around supporting people with specific dietary requirements such as diabetes. Care plans identified the different services people accessed to support them to live healthier lives. People were supported to maintain a balanced diet and to make healthy food choices. People confirmed they were supported to access health services when needed. One person told us, “I am in control of my care and support.”  

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and they met both clinical expectations and the expectations of people themselves. We saw several examples of positive outcomes being achieved for people regarding both physical health and mental wellbeing. Professionals praised the staff for their commitment to person-centred care, with one stating, “I have witnessed numerous positive outcomes for the individuals they support.” Staff outlined the process for monitoring and improving outcomes for people. This involved documenting the care provided and reviewing care plans. We saw people were involved in writing their own care plans and direct quotes from people were included in their reviews. However, we found some parts of some people’s care plans were not always being updated regularly enough. We brought this to the registered managers attention, and it was addressed immediately. Surveys had recently been sent out to people and relatives. Findings indicated people were largely satisfied with the service, however, the provider demonstrated their commitment to addressing the issues which were raised.    

The provider carefully explained to people what their rights around consent were, made sure they fully understood them and always respected these when delivering person-centred care and treatment. Care plans were formulated to ensure peoples consent was gained for all aspects of their care plan. Systems were in place to record people’s consent to care. Staff had a good understanding of the Mental Capacity Act 2005. Staff described the process for obtaining consent for care and treatment, providing examples of how they supported people to make informed decisions. One staff member told us, “When delivering personal care, privacy is important. I explain to clients and ask consent.” Another staff member said, “I always make sure I let people know what is happening, ask if they are okay with it and make sure they are happy with everything.” People told us staff always sought their consent before providing care and support and respected their choices. When we asked one relative about consent to care and treatment, they told us their loved one had dementia, and the staff worked hard to promote their loved one’s choice and explain things clearly to them. One person we spoke with told us, “They are caring, polite, friendly and considerate.”