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Support & Connections Office Good


Inspection carried out on 20 August 2019

During a routine inspection

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 carried out on 6 January 2017

During a routine inspection

We inspected the service on 6 January 2017 and the visit was announced. We gave 48 hours’ notice of our inspection because we needed to be sure somebody would be available.

Support and Connections Office provides personal care and support for people in their own homes. At the time of our inspection one person was receiving personal care and support. The provider told us that they were not looking to support a large number of people in the future and would remain small so that they could provide a quality service.

There was a registered manager in place. It is a requirement that the service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

The person using the service felt safe with the support offered from staff. Staff knew their responsibilities to support people to remain safe including notifying the registered manager of any concerns. Risks to the person’s health and well-being were assessed to give staff guidance about how to support them to reduce the likelihood of harm. No accidents or incidents had occurred. The provider had processes in place for staff to follow should they need to. The provider had a plan to support people to remain safe during emergencies, such as the loss of the person’s regular staff due to illness.

Staff numbers were sufficient to make sure that the person using the service received their care calls. New staff employed by the provider were checked for their suitability. This was to ensure that people were protected from those who should not work in the caring profession.

Staff were not currently required to offer their support to administer medicines. They had received training to administer people’s medicines and felt confident to do so. The provider had procedures for staff to follow should people require assistance with the handling of their medicines in the future.

Staff had the required skills and knowledge to support people. They received guidance and training relevant to the support that was required to be undertaken. For example, staff received training in the Mental Capacity Act 2005 (MCA).

Staff knew about a person’s food preferences and their eating requirements. The provider had made available to staff members information on health conditions that supported them to promote a person’s health and well-being.

Staff knew to ask the person for their consent when care and support was offered. Staff understood their responsibilities under the MCA including supporting people to make their own decisions.

Staff were kind and offered their support in a caring manner. Staff knew how to protect people’s privacy and dignity. The preferences of the person using the service were known by staff including their wish to be as independent as possible.

The person using the service was involved and contributed to the planning and review of their support. The care and support offered was in line with their preferences.

Staff arrived at the agreed times. The person received care centred on them as an individual and spent their time in ways that were important to them.

The person using the service knew how to make a complaint should they have needed to. The provider had made information on how to complain easier for people to understand by using pictures.

The person receiving the service and their relative felt that the service was well-led. The provider had plans to seek feedback on the service.

The provider had aims and objectives for the service that were known by staff. This included placing people at the centre of their care and support.

Staff felt supported and received good support from the registered manager. Staff understood their responsibilities including reporting the