Reconnect Care Agency Nottingham

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and their relatives told us that staff were kind and caring. A person who used the service said, “They are absolutely lovely people, fantastic, hardworking – always with a smile on their face, never down, and they just brighten up my world.”

Staff had completed training on privacy and respect and policies were in place to provide guidance on treating people with dignity and ensuring privacy was protected. A family member said their relative’s privacy was protected, “Curtains are closed. When you go to the front door there’s a notice saying, ‘please knock and wait’. They do definitely adhere to that.”

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences.

People’s individuality and preferences were respected. Staff knew people well. Support plans were detailed and reflected people’s personalities and unique needs and characteristics. Staff had completed person-centred care training and told us that support plans provided clear information of people’s individualised support needs. A staff member said, “Yes, care plans are really helpful in understanding people’s needs. They give me a clear picture of the person I’m supporting, not just their medical or physical needs, but also their preferences, routines, and what matters to them as an individual. When I read a care plan, I can see exactly what level of support someone requires, any risks I need to be aware of, and the best way to approach their care so it’s safe and person centred.”

People were supported to make choices and retain independence. A person who used services said, “The carers have taken so much off my plate, I can do a bit of living, whereas before I couldn’t do any living outside the house.” Another person said, “I do exercises on the rotunda and [staff] bring me that, watch while I do them.”

A family member said, “As much as possible they encourage her to do things.” A person who used the service said, “It has changed my whole world and means I can go out and socialise again, whereas before I would wear myself out doing household chores and couldn’t go out.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

A person said, “[Staff] help my mental health wellbeing. Having them come twice a week helps me a lot.” A family member said, “[Relative] is aggressive and physical to the girls, but the way they deal with her is amazing. They understand [her health condition].” Another family member said, “I don’t know where we would be without it. When they took over, they took that much good care of her she is still living. You could say they brought her back from the brink.”

Support plans were in place to provide guidance for staff on how to respond promptly and effectively to people in distress. Staff completed training on supporting people in distress.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff told us they had good relationships with the registered manager and that staff worked well together. A staff member told us that, “it is a positive and supportive place to work. Staff are treated with respect, encouraged to develop their skills, and supported by approachable management.

The registered manager explained that rotas were planned to ensure staff wellbeing was supported. Supervisions and team meetings provided opportunities for staff to raise any wellbeing concerns.