Connect Care Ltd Also known as Regus House

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 service met people’s needs.

This is the first assessment for this 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 received person-centred care which met their needs and reflected their preferences. People told us their needs were met. Their comments included, “I think the service is excellent and they always look out for me” and “They went through the care plan with us initially. We can talk about this and when it is due for review. We can ask for extra help if needed.”

Staff supported people to have continuity of care. Managers described how they had liaised with other professionals when they identified people needed additional support. They also worked with people to develop their care plans.

People had information about the service. They were given copies of their care plans. They were given other information about the service. People told us they could request information from the registered manager or staff if they needed.

The provider gave people opportunities to share their feedback. Managers regularly telephoned and visited people. They asked people for written feedback and involved people in reviews of their care. People using the service and relatives confirmed this. A person explained, “The manager calls me regularly and does not wait for me to call.” There was a suitable complaints procedure. People knew how to make a complaint.

Staff supported people to access services in the community when needed. People and their relatives told us staff provided the support they needed. Their comments included, “Carers help with the shopping and take me to appointments” and “The agency provides companionship and help with medical appointments.”

People had equity in experience and outcomes. Staff undertook training about equality and human rights. People’s diverse needs were assessed and planned for. Staff were matched to reflect people’s wishes regarding gender, culture and language skills.

Staff worked with people and their relatives to identify any future plans they had. They helped people to retain skills and independence when they were able to.