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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Updated 8 June 2018

We carried out an announced comprehensive inspection on 27th and 30th April, 1st, 2nd and 3rd May 2018 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

Connect Physical Health Services provides community musculoskeletal (MSK) physiotherapy services across the UK. The service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some exemptions from regulation by CQC which relate to particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Physiotherapy is one of the services provided by Connect Physical Health Centres Limited; this service is exempt from regulation.

The Head of Governance & Compliance is the registered manager. A registered manager is a person who is registered with the Care Quality Commission 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.

Our key findings were:

  • We found that this service was providing safe care in accordance with the relevant regulations.
  • We found that this service was providing effective care in accordance with the relevant regulations.
  • We found that this service was providing caring services in accordance with the relevant regulations.
  • We found that this service was providing responsive care in accordance with the relevant regulations.
  • We found that this service was providing well-led care in accordance with the relevant regulations.
Inspection areas

Safe

Updated 8 June 2018

We found that this service was providing safe care in accordance with the relevant regulations.

  • The service had systems to keep patients safe and safeguarded from abuse.
  • There was an operational system to manage infection prevention and control.
  • The service learned and made improvements when things went wrong.
  • There were systems to assess, monitor and manage risks to patient safety.
  • The systems for handling medicines were appropriate and safe.

Effective

Updated 8 June 2018

We found that this service was providing effective care in accordance with the relevant regulations.

  • The service had systems to keep clinicians up to date with current evidence-based practice and standards such as the National Institute for Health and Care Excellence (NICE) best practice guidelines. Staff were involved in the development of NICE guidelines.
  • The safe use of innovative approaches to care and how it was delivered were encouraged.
  • The service had a programme of quality improvement activity and reviewed the effectiveness and appropriateness of the care provided. All staff were engaged in activities to monitor and improve quality and outcomes.
  • The continuing development of staff skills, comptenence and knowledge was recognised as integral to ensuring high quality care.
  • The service obtained consent to care and treatment in line with legislation and guidance.

Caring

Updated 8 June 2018

We found that this service was providing caring services in accordance with the relevant regulations.

  • Staff treated patients with kindness, respect and compassion. Staff we spoke with were aware of their responsibility to respect people’s diversity and human rights.
  • The service respected and promoted patients’ privacy and dignity.
  • The vast majority of the 29 patient Care Quality Commission comment cards we received were positive about the service experienced.

Responsive

Updated 8 June 2018

We found that this service was providing responsive care in accordance with the relevant regulations.

  • The service organised and delivered services to meet patients’ needs. They took account of patients’ needs and preferences.
  • Patients were able to access care and treatment from the service within an acceptable timescale for their needs.
  • The service took complaints and concerns seriously and responded to them appropriately to improve the quality of care.

Well-led

Updated 8 June 2018

We found that this service was providing well-led care in accordance with the relevant regulations.

  • The leadership, governance and culture were used to drive and improve the delivery of high-quality person-centred care.
  • The service had a clear vision and credible strategy to deliver high quality care and promote good outcomes for patients.
  • The service had a culture of high-quality sustainable care.
  • Governance and performance management arrangements were proactively reviewed and reflected best practice.
  • There were clear and effective processes for managing risks, issues and performance.
  • The service acted on appropriate and accurate information.
  • The service involved patients, the public, staff and external partners to support high-quality sustainable services.
  • There were comprehensive systems and processes for learning, continuous improvement and innovation.