Connect Care Ltd Also known as Regus House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff treated people with kindness, compassion and dignity. People’s preferences, including those for specific gender carers were recorded. People told us staff respected their privacy and treated them well. People and their relatives explained they had good relationships with care workers and the management team. Comments from people included, “I can rely on them”, “They are all very close to me” and “They are like family members.” A person described how the registered manager and staff had supported them through a bereavement with emotional and practical help.

Staff and the registered manager told us they felt it was important to create a family atmosphere at the service and to ensure everyone was happy.

Staff treated people as individuals. The provider had created care plans with people to outline their needs and how they wanted to be cared for. People using the service and their relatives explained staff knew them well, including their preferences. Comments from people and relatives included, “Carers know my tastes well” and “The individual care and attention meant that [person] has been so much better since [they] started using the service.”

Staff told us they supported people with their individual needs and had the opportunity help people build their confidence and skills.

Staff enabled people to make choices and people confirmed this. People explained staff provided support in the way they wanted. A person told us, “I am very particular in the way I do things, and the carers know this.” A relative explained, “[Person] has capacity and [they are] always offered choices.”

Staff supported people to be independent and involved. A person told us staff supported them to prepare meals when they felt able to and followed their guidance and direction to do this on days when they did not feel up to cooking. A person explained, “The carers help me with the computer and IT skills. They check who is phoning me and help with that to make sure I am safe.” A relative told us, “Staff help develop [person’s] independence.”

Staff explained they enjoyed supporting people to make choices and with independence. Their comments included, “I enjoy engaging with people about what they find interesting”, “The best thing about the service is being able to support people to live independent and fulfilling lives” and “I feel a satisfaction making a difference for people.”

Staff responded to people’s immediate needs. People told us that staffing arrangements were flexible to suit their needs. People were given a rota in advance so they knew who would be supporting them. The provider monitored when staff arrived and left people’s homes through an electronic call monitoring system. The provider had an emergency 24-hour telephone number which people and staff could call if they needed to speak with a manager.

People and their relatives told us staff were responsive when they became unwell or if they had a specific need and required additional support.

The provider had systems to enable staff wellbeing and support. Staff told us managers were approachable and supportive. Staff had opportunities to meet with their manager to discuss their work or concerns they had. Comments from staff included, “I feel supported, not just about work, also about my wellbeing” and “I am supported by my team and manager who are always available when I need help or advice.”