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Inspection Summary


Overall summary & rating

Good

Updated 4 June 2019

About the service: Care2Connect is a domiciliary care agency which provides personal care to people living in their own homes in the community. On the day of the inspection the service was supporting 140 adults with a range of health and social care needs. Support was tailored according to people's needs to help them to live and maintain independent lives and remain in their homes. Not everyone using Care2Connect was receiving regulated activities; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People’s experience of using this service:

People received safe care from confident, polite and well-trained staff and were very happy with the service they received. Everyone we spoke with spoke highly of the staff and their caring attitudes and professionalism. People told us that they liked the staff and that staff were always cheerful and happy to help. One person told us, “I have the same person and we get on very well, we have a little chat before they leave.”

People felt safe and relatives told us that knowing the care staff were visiting brought them peace of mind so that they no longer worried about people when they couldn’t be there. One person said, "It’s definitely safe.” and a relative told us, “I have no worries about the safety [of my relative].”

Personalised care was planned with the registered manager and the care plans created with input from people and relatives. Care plans were reviewed regularly. Staff used the care plans for routine care information and also background information to help them understand the person they were caring for.

People felt independent as they were able to remain in their own homes. The care they received followed the care plans that had been agreed but was flexible enough that people had choice about their lives.

Care was delivered in a timely manner, and where staff arrived late, for example due to traffic or a longer than normal stay at a previous call, the staff always stayed the full time allocated, contacting the office to ensure people could be told about the delays.

People told us they were listened to and could ring the registered manager to request changes to their care. Where people had cause to complain the registered manager acted promptly to solve the issue.

Staff were confident in their roles and had clear policies to follow, one staff member told us, “Everything here is in black and white, so you don’t make mistakes.” The registered manager was very supportive of the staff.

Rating at last inspection: At the last inspection the service was rated Good. The last inspection took place 14 March 2017

Why we inspected: we carried out this inspection as a scheduled inspection based on the previous rating.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Inspection areas

Safe

Good

Updated 4 June 2019

The service was safe

Details are in our Safe findings below.

Effective

Good

Updated 4 June 2019

The service was effective

Details are in our Effective findings below.

Caring

Good

Updated 4 June 2019

The service was caring

Details are in our Caring findings below.

Responsive

Good

Updated 4 June 2019

The service was responsive

Details are in our Responsive findings below.

Well-led

Good

Updated 4 June 2019

The service was well-led

Details are in our Well-Led findings below.