Reconnect Care Agency Nottingham

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

People’s needs, clinical and non-clinical, were assessed and reviewed regularly. Support plans were detailed.

A person said, “We talked about what I was hoping for and we went through everything they could provide for me and everything I needed from the service, and asked what times and dates were best for me. They went through everything on the day with me, very good and very thorough, and they did put me at ease. It was a good chat and it was very easy to follow.” A family member said, “She does have a care plan and I wrote it with [the registered manager] and we meet regularly to update the care plan, and we talk about every single thing and if there’s any change.”

The provider planned and delivered people’s care and treatment with them and/or their families where appropriate, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The provider had access to recognised best practice assessment tools, for example, assessments of an individual's risk of developing pressure ulcers. Support plans were detailed to provide guidance to staff on delivering evidence-based care and treatment.

A relative said, “We were concerned a year ago that [family member] wasn’t eating enough and we asked them to keep an eye on it and they have encouraged them to eat more and they are starting to eat more, and we are confident they are looking after them well.” Another relative said, “They always give [family member] a choice. They like frozen meals and [staff] will take them a choice of one or two and ask, and they will pick which one. Yes, [staff] are hot on making sure [family member] has plenty of fluids.”

Staff were confident in referring to other organisations. People received effective monitoring of their health and where concerns were observed, appropriate referrals to partner healthcare partners were made in a timely way.

A family member said, “[The registered manager] is the one who will always ring the doctor’s, orders the prescriptions for her. She is an absolute godsend.”

Staff described good communication within the service. Managers were described as knowledgeable and approachable. A staff member commented, “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 team works collaboratively to provide high-quality care.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control.

Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. External health and social care professionals were involved as required.

Staff completed training to support people to manage their health and wellbeing, including nutrition and hydration.

The provider routinely monitored people’s care and treatment to continuously improve it.

Outcomes were monitored and used to drive improvement. Monitoring tools were used to identify and then monitor any emerging healthcare needs and external professionals were involved in helping to address these needs. Team meetings, supervisions and regular reviews of people’s care all considered outcomes and how to improve outcomes for people.

People’s consent was sought and respected. Policies were in place and mental capacity was considered where appropriate.

A person said, “When they first started they were always asking me [for consent], but after we got into a routine they will just ask ‘are you ready for your shower?’ and they will say ‘do you need help with getting undressed?’, or ‘do you need help in the shower today?’. Generally, they know what needs doing and they get on with it. The only time they ask is if they have finished and they will say ‘I see this may need doing’ and they will just ask if it’s okay. They make sure about what I want to wear, things like that.”

A family member said, “You can’t take over from [relative]. She is very happy with the way they respect her. They always ask her permission before doing anything. She would have no difficulty in communicating that to them and they have always done exactly as she has asked.”

Staff demonstrated an understanding of the Mental Capacity Act. Staff had completed training on consent and the Mental Capacity Act.