Connect Health Pain Services Limited - NWCATS MSK

Updated 13 March 2023

Connect Health Pain Services Limited - NWCATS MSK has one registered location based in Newcastle where regulated activities are managed from. This is a call centre and staff here manage calls and signpost patients to the correct service. The address is:

The Light Box

Quorum Business Park

Benton Lane

Newcastle-upon-Tyne

Tyne and Wear

NE12 8EU

https://www.connecthealth.co.uk/

There is a second service registered at this address which is run by Connect Health Limited. This service has similar contracts and is registered separately with CQC, as the service is a separate legal entity, however both services are run together.

Patients are seen at locations nationally in venues such as GP practices/health centres/acute trusts and gyms. The registered location is predominately a non-clinical office space including a call centre and physio line. There is one clinical room that is used for occupational health services provided for Connect Health staff.

The provider is an independent provider of integrated community MSK (musculoskeletal) and physiotherapy services in the UK (including orthopaedics, pain, rheumatology, well-being) serving over 350,000 NHS patients per year from both services. Physiotherapy services are outside the scope of regulation under the Health and Social Care Act 2008 and as such, we did not inspect them.

Connect Health Pain Services Limited - NWCATS MSK provides a specialised Community Pain Management Service (CPMS) to over 30,000 patients per year. The pain service offers patients appointments that are accessible offering patient choice across different sites, resources to support and sustain self-help, access to a multidisciplinary team, (including physiotherapists, psychologists, nurses, doctors, pharmacists and occupational therapists), and integration with other community physical and mental health providers including voluntary sector groups.

The service has a dedicated call team from Monday – Friday between 8.30am– 6pm, with some Saturday clinics.

The provider employs a range of staff including doctors, nurses, call handlers, administrative staff and management.

Connect Health Pain Services Limited - NWCATS MSK is registered with CQC for the regulated activities of Treatment of disease, disorder or injury, Diagnostic and screening procedures, Transport services, triage and medical advice provided remotely,

Connect Health Pain Services Limited - NWCATS MSK works closely with primary, community, third sector and secondary care partners using local guidance and pathways.

How we inspected this service

We gathered and reviewed information prior to the inspection from stakeholders, provider information returned to us and staff questionnaires.

During the inspection methods we used were, we interviewed staff, reviewed documents and made observations during the site visit. We carried out a virtual tour of one of the venues where services are provided.

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?

These questions therefore formed the framework for the areas we looked at during the inspection.

Updated 13 March 2023

This service is rated as Good overall and Outstanding for the well-led key question.

Are services safe? – Good

Are services effective – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led - Outstanding

We carried out an announced comprehensive inspection at Connect Health Pain Services Limited - NWCATS MSK as part of our comprehensive inspection programme.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some exemptions from regulation by CQC which relate to particular types of regulated activities and services and these are set out in Schedule 1 and Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Connect Health Pain Services Limited - NWCATS MSK provides physiotherapy services, which are not within CQC’s scope of registration. Therefore, we did not inspect or report on these services.

The Director of NHS Services is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At this inspection we found:

• The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• The leadership, management and governance of the organisation assured the delivery of high-quality and person-centred care, supported learning and innovation, and promoted an open and fair culture. They responded to incidents and learned lessons that they shared across the organisation, for example with the implementation of a new clinical governance structure.
• We found high levels of staff satisfaction and confidence in their seniors.
• Leaders collaborated with external partners in order to improve their service.
• There were arrangements in place to support good governance and management. The service has an in-depth knowledge of their own performance. Where areas for improvement were identified the service developed and implemented action plans to support improvements.
• The provider had a strong focus on continuous improvement and innovation, with the aim of improving the quality of the services they delivered.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services.