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Support & Connections Office Good

Inspection Summary

Overall summary & rating


Updated 2 October 2019

About the service

Support & Connections Office is registered as a domiciliary care agency providing the regulated activity ‘personal care’ to people who live in their own homes in the Melton Mowbray area. The service is registered to provide care and support to people with learning disabilities and/or autism, mental health and physical disabilities, older people and younger adults. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection visit there was one person using the service.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. The person using this service received planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

Systems were in place to protect people from abuse. Staff received training and were aware of whistleblowing processes. Risks were assessed, and guidance was provided to staff to ensure that risks associated with care and support were minimised. There were suitable numbers of staff, who were recruited safely and in line with current legislation. There were systems and processes in place to report accidents and incidents.

Initial assessments were undertaken which reflected choices and needs. Staff were offered regular training, staff told us they had enough training to meet people's needs effectively. Consent to care was sought and recorded. The person receiving support was supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff were kind and compassionate and understood the needs of the person they were supporting well. Staff were knowledgeable in relation to promoting independence. The person who was receiving support was involved in planning their own care and was able to express their views and was listened to.

Care planning was person centred and reflected the needs of the person being supported. The provider had a complaints procedure which was issued in an easy read format. The person being supported knew who to complain to if they were unhappy.

The provider had a clear vision. Staff told us they felt supported in their role and told us morale in the team was good. The provider had close links within the community and worked in partnership with other agencies and health and social care professionals. Systems were in place to provide scrutiny of the support being provided and to ensure it was safe and of good quality.

Rating at last inspection

At the last inspection the service was rated Good and was published on 9 February 2017.

Why we inspected

This was a planned inspection based on the previous rating.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 2 October 2019

The service was safe.

Details are in our safe findings below.



Updated 2 October 2019

The service was effective.

Details are in our effective findings below.



Updated 2 October 2019

The service was caring.

Details are in our caring findings below.



Updated 2 October 2019

The service was responsive.

Details are in our responsive findings below.



Updated 2 October 2019

The service was well-led.

Details are in our well-Led findings below.