Reconnect Care Agency Nottingham

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 made sure that care records showed that people were at the centre of their care and treatment choices.

Support plans were in place which reflected people’s personal preferences, life histories, likes, dislikes and the things which mattered to them and made them who they were. Clinical needs were also well documented.

People told us that their preferences were respected. A person said, “I prefer female [care staff] I have always had female.” A family member said, “We were asked on [family member’s] behalf and we didn’t feel [male staff] would be appropriate for [them] because of the amount of personal care [they] need. Yes, that has been respected by the agency.”

Care was coordinated and continuous. Care plans reflected support from relatives and other services. Staff completed specific training with regards to the people using the service. Staff received appropriate induction to support the provision of care and rotas showed continuity of care.

People told us that the service was responsive. A family member said “Yes, they normally work well with us on that. [The Registered Manager] will organise the doctor, and hospital visits we arrange and they work their visits around it. They have been very flexible.” Another family member said, “Yes, completely [responsive]. I would just ring up. No problem. When [my relative] is in hospital they don’t bill us for the visits which had been booked but could not attend. They are very flexible.”

People told us that they didn’t always know which specific staff member was coming but it was usually one from a small group of staff they knew. A person said, “I don’t know who is coming each day, but it’s one of three.” A family member said, “[Staff] vary very little. The same person will be with her for six months, go on holiday and then come back. They always introduce her to the new person. There’s plenty of communication. The times are always the same and it won’t vary over Christmas, for example.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received information in a way they could understand.

Staff completed communication training to support them to communicate with people. People who used the service and relatives had access to care records, where appropriate.

People who used services and people who were important to them were listened to and involved in decisions about their care. Regular reviews of care took place.

Complaints guidance was available to people who used the service and their families and an accessible information policy was in place. Complaints processes were in place.

Family members said they felt able to raise concerns. One relative said, “I would complain to [manager] first if I needed to and [name] would escalate it further if I needed to. I know if I ever have any concerns I can ring and speak to her. I haven’t had any concerns.” No people who used services or relatives reported feeling unable to speak up.

Everyone could access the care and support they needed. Care plans considered people’s needs and any adjustments that could be made to ensure they had equal access to services which included how their mobility and communication needs could be met.

Staff told us they were committed to ensuring everyone received fair and equal support and staff completed training in this area.

People experienced fair and equitable care.

Policies were in place and staff completed training in this area. Care plans evidenced how people’s disabilities were considered, where appropriate, and support provided, for example, with mobility.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

No one was receiving end of life care at the time of our assessment. Support plans were in place regarding people’s personalised wishes for care in the future. Staff also completed end of life care training.