Care Connect UK

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.   

At our last assessment we rated this key question as good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.    

This service scored 79 (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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.  Care was planned in a personalised way. The management team conducted a comprehensive assessment of people's care needs before a care package was agreed. Care packages were developed collaboratively with people, and people important to them. Staff were selected who it was felt would be most suited to supporting that person and initial meet and greets were arranged beforehand.  Staff exhibited a clear understanding of person-centred care and effectively implemented this approach in their work. One staff member told us, “We make sure that our clients are treated as individuals, by delivering person centred care.” Another staff member said, “Person centred care means individually tailored care plans that promote the clients likes and dislikes. Care is respectful.” We saw the provider made significant efforts to support people during end-of-life care and during particularly difficult times. People we spoke with expressed satisfaction with the care they received, which was aligned with their needs and preferences, provided by staff who were well-acquainted with them. Comments from people included, “I am very happy with the support from Care Connect.” “I cannot praise them [staff] enough.” “I am very satisfied with the carers and thank them for all their hard work.”  

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were happy with the continuity of care provided. Care plans contained information about what was important to people, for example, the specific way someone liked their chosen food to be cooked and prepared.  Staff told us they knew people well and consistently supported the same people. This enabled them to recognise changes in a person and when to seek appropriate advice or care. One person we spoke with said, “I have had the same carers for over 10 years.” One staff member said, “It is important to always be kind and compassionate.  I can be a listening ear and the friendly face they see every day.” The provider had gone the extra mile to ensure people achieved what was important to them, for example, achieve a desired qualification, which boosted their confidence, and they were able to build on this further. Another person was supported by staff to organise a very special life event that was important to them. People were being supported to attend health or social care appointments. Information about other agencies involved in a person’s care was also recorded. The registered manager and staff team had developed strong working relationships with professional partners and worked collaboratively to provide good outcomes for people. One relative told us, “I think the combination of Care Connect the nurses the GP, working together with us ensure [Name] is looked after and supported as much as possible.” Feedback from professional partners was overwhelmingly positive.   

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.  People's communication needs were assessed and identified in their care plans. People had the opportunity to review and share information through regular reviews. People were given a detailed initial information pack. People had access to information about the service, as well as information about their medical conditions, within their care plan. The registered manager told us information about the service was available in different formats if required. Open and honest relationships had been developed, and most people and relatives told us there were effective methods of communication in place. People and their relatives where appropriate have access to the digital system and feedback about this method of communication has been positive. However, one relative told us “There are problems with communication with the office staff.” People's sensitive and confidential information was safely stored and protected in line with General Data Protection Regulation (GDPR). Staff ensured confidential records about people were stored securely and were aware of who they could and couldn’t share information with.  

The provider encouraged people to feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. Policies and procedures were in place to address and respond to complaints. People were given guidance on how to express their concerns. Every concern raised was recorded and thoroughly investigated. We saw how efforts were made to resolve concerns before they became complaints. The registered manager told us, “We tell all of our clients to raise anything, whether they think it is big or small.”  Comprehensive records were kept of both complaints and compliments received about the service. Feedback logs documented all input, detailing how each piece of feedback was addressed. Concerns and complaints were documented and managed through the electronic care planning system or through direct communication with the management team. The registered manager and nominated individual viewed complaints as valuable opportunities for learning and service improvement. Most people we spoke with expressed confidence in the process, noting they could easily contact the office and were assured their complaints would be addressed. One person said, “Yes I do feel my feedback would be taken seriously, but I have never had to raise concerns, they are very good to me.” Another person said, “I have never had any issues with Care Connect or my carers, but I am sure if ever there was a problem it would be resolved in an instant.” When we asked a relative whether they felt able to provide feedback to the organisation, they said, “Yes I believe we have a very good relationship with Care Connect UK.” However, one person told us, “I often don’t receive a call back when I have raised concerns.” Another person said, “I don’t feel confident the feedback would be taken on board.

The provider ensured people could access the care, support and treatment they needed when they needed it. People told us they received care and support when they needed it, and staff considered their individual needs. Equality considerations and specific support needs were documented and revised during initial assessments and subsequent reviews. Records were maintained of all care visits and demonstrated people received planned care on time and in line with their assessed needs. Most staff we spoke with told us they had the time they needed to read people’s care plans and support people in a responsive way. However, some staff mentioned they didn’t always have time to read people’s care plans as much as they would like to.   

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. We saw how the provider went the extra mile to support a person with the organisation of a same sex marriage. People told us their care was coordinated, and they were asked about their views on the care they received. There were systems in place to support people to provide feedback about their care. A relative told us, “It is difficult to communicate with [Name] as they don’t hear very well. Because the staff and management all communicate well and know them, they can work out what they mean when they can't make themselves clear. The carers do as much as they can.” We saw leaders actively sought feedback from people and families regarding their experience of the service through surveys and regular reviews of their care.  

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People confirmed their views were sought. This included about planning for the future. Staff were aware when people had expressed views about their future and where this information would be recorded.