Care Connexions UK Limited

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 newly registered 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.

People’s care plans were clear about the importance of engaging them in conversations about the things that mattered to them. People told us the service was responsive in addressing any changes in needs, and that they were always involved in any discussions about change. People’s daily care records showed such discussions had taken place.

The service recognised the importance of ensuring people received the support they required to engage in their local community. Staff told us how they supported people to shop and to attend any activities. Where people had particular interests, staff had researched local safe activities they could attend. One person spoke enthusiastically about an activity they attended at a local mental health group. Another person told us staff were encouraging them to attend local sporting activities.

People told us they received the information they needed in a timely manner. People’s care plans, risk assessments and the service user guide were clear and written in plain language. Staff said they checked people’s understanding and explained anything to them where they were unsure.

The registered manager told us that, at the time of our inspection, no one required information in other formats or languages. However, they would always ensure information was tailored to people’s communication needs should this be required in future.

People told us they knew how to raise concerns or complaints. They confirmed they participated in making decisions about their care and had been informed about any changes to their care plans. People’s care records showed where concerns had been addressed.

The registered manager had not yet carried out a formal feedback survey as the service was relatively new. They told us they would do so in the near future. However, people’s care records showed they were asked for their views on a regular basis. We saw from these records that staff had responded to people’s requests. For example, by helping them to organise activities and supporting them with their shopping and meal preparation.

People received care and support when they needed it. Additional staffing was provided if people required support to attend appointments or participate in activities. People’s care records showed staff had liaised promptly with relevant professionals where people required additional support or treatment.

People’s care plans included information about their cultural, social and other diversity needs. Guidance for staff was included to ensure the care and support they provided was respectful of individual needs and preferences. The provider’s equality and diversity policies and procedures reflected current best practice. All staff had received mandatory equality and diversity training.

Staff had worked with people to identify what was important to them and to assist them in developing skills and experiences to enable them to become more independent. The registered manager told us, “We do this step by step and pause where necessary. The important thing is to ensure people can cope with changes.”