Connect Prescription Services are part of Fittleworth Medical Limited and are contracted by the NHS to operate services in Nottingham, Luton and Harrow. They offer an advice, support and prescription service to people requiring stoma products to ensure they receive the products they need in a timely fashion.
We rated this location as good because:
- The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well.
- The service controlled infection risk well. They had put additional protocols in place during the COVID-19 pandemic and which they regularly reviewed to keep up with changing guidance.
- Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
- Staff provided good care and treatment, checked that patients' stomas were working effectively and reviewed different stoma products regularly with patients.
- Managers monitored the effectiveness of the service and made sure staff were competent to meet patients' needs. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information.
- The service prioritised the development of self-management skills for patients who would be dependent for the rest of their lives. This included dietary input, advice about maintaining hygiene and the most effective ways to use products to ensure maximal clinical and cost effectiveness.
- Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
- Patients said staff treated them well and with kindness. The service conducted an annual survey to gain feedback from patients. In the 2021 survey the overwhelming majority of patients surveyed said they would recommend the service to others.
- The service planned care to meet the needs of people, took account of patients' individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment. The service worked closely with hospital teams to ensure continuity of care.
- Leaders ran services well using reliable information systems and supported staff to develop their skills.
- Staff understood the service's vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities.
- The service engaged well with patients and the broader health community to plan and manage services and all staff were committed to improving services continually.