Care Connect UK

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.   

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.  

     

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 collaborated with people and healthcare partners to create and maintain safe systems of care, where safety was actively managed and monitored. They ensured continuity of care, particularly during transitions between various services. Care plans and daily documentation reflected staff coordinated care and support in partnership with people, their families, and healthcare partners to ensure seamless service delivery. Senior staff conducted visits to assess people’s needs and determine the appropriate level of support required. The registered manager explained all information from partners was reviewed prior to delivering care. Staff exhibited a strong understanding of the unique needs and preferences of people and told us they received the necessary information about people before commencing care. Partner agencies confirmed Care Connect UK consistently collaborated with them to achieve positive outcomes for people.

The provider collaborated with people and healthcare partners to create and maintain safe systems of care, where safety was actively managed and monitored. They ensured continuity of care, particularly during transitions between various services. Care plans and daily documentation reflected staff coordinated care and support in partnership with people, their families, and healthcare partners to ensure seamless service delivery. Senior staff conducted visits to assess people’s needs and determine the appropriate level of support required. The registered manager explained all information from partners was reviewed prior to delivering care. Staff exhibited a strong understanding of the unique needs and preferences of people and told us they received the necessary information about people before commencing care. Partner agencies confirmed Care Connect UK consistently collaborated with them to achieve positive outcomes for people.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. The provider concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The registered manager demonstrated a clear understanding of their responsibilities in safeguarding people from harm and abuse. Procedures were in place to identify and address safeguarding issues, enabling timely action. The provider's system for monitoring accidents and incidents was robust, incorporating action plans and opportunities for learning. Staff confirmed they had received safeguarding training and knew what action to take in the event of suspected abuse. They demonstrated a strong understanding about risk management and risk escalation processes. Staff expressed confidence that management would respond appropriately to any safeguarding issues raised. Partner agencies confirmed the provider consistently adhered to the correct protocols for reporting safeguarding concerns and escalations. People told us they felt very safe.   

The provider worked with people to understand and manage risks using a holistic approach. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.  There was clear evidence of people participating in the planning of their care and risk management. Staff effectively involved people in conversations about any changes to their care plans and risk assessments. Care plans were comprehensive, addressing specific health requirements. People received consistent support from staff to manage risks related to their health and overall well-being. A staff member said, “Actively involving people in decisions about their wellbeing is so important.” Another staff member said, “We don’t take people’s control and independence away from them.” A relative told us “I have never felt [name] was not safe with Care Connect. The staff and management do all they can to protect and reassure them.”  

The provider detected and controlled potential risks. Staff and leaders escalated any risks identified to the relevant agencies then adapted their support to keep people safe. People told us staff maintained their home environment to a high standard when this was part of the agreed package of care. Risk assessments were undertaken on people’s living environments. This process ensured potential environmental risks to both people and visiting care staff were identified, and suitable measures were implemented to mitigate any identified risks.   

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. The staff team collaborated effectively to deliver safe care tailored to the individual needs of people. Staff were safely recruited with appropriate background checks conducted prior to employment offers. Staff completed an induction and received training and supervision, enabling them to fulfil their roles. Staff expressed confidence they could suggest training to enhance care effectiveness, and believed leaders would make efforts to accommodate these suggestions. People told us they received support from a consistent team of staff, which fostered the development of positive relationships. One person said, “All the staff are good. They are the best carers I have ever had.” Another person told us, “Every single member of staff provides excellent service.” The registered manager told us they considered the geographical locations of people to ensure staff can efficiently manage their schedules, thereby facilitating the prompt delivery of care services. Systems were established to track the duration of staff visits to ensure no appointments were overlooked. However, some of the staff we spoke with expressed concerns regarding insufficient travel time between calls. One staff member said, “Staff absence can be a problem, and it falls on other staff.” One person we spoke with said, “Sometimes calls are late or change due to problems with staffing.”  We fed this back to the registered manager who assured us this would be explored accordingly.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff indicated they had received training focussed on infection prevention and control, including refresher training, and confirmed they had sufficient access to personal protective equipment (PPE). Protocols were implemented to protect people from the risks associated with insufficient infection prevention and control measures. Comprehensive policies and procedures were accessible for staff compliance. One staff member told us, “Hand washing is of utmost importance.” People told us staff utilised appropriate PPE while delivering care and support.  

The provider made sure medicines and treatments were safe and met people’s needs, capacities and preferences. The provider involved people in planning, including when changes happened. Staff had access to up-to-date medication administration procedures, and those responsible for administering medications to people received suitable training, with their competency levels assessed on a regular basis. Compliance with medication policies was maintained, and staff adhered to medication administration guidelines, ensuring individuals received medication support consistent with their care plans. Staff were aware of the necessary actions to take if they had concerns regarding a person's medications. Body maps were routinely completed to assist staff in the application of prescribed creams. We saw people received their medications as prescribed, and protocols for 'as required' medications were established.