Connect Care Ltd Also known as Regus House

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

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

This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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.

There was a positive culture. People using the service, relatives and staff felt there was good support, and the agency provided good care. Comments from people and their relatives included, “[Registered manager] is amazing, and the carers are in [their] image”, “We needed all the help we could get, and we were not disappointed” and “I am very happy with the agency and the carers.”

Staff told us they would recommend the agency as a place to work. Their comments included, “It is a good place to work because the service provides safe, compassionate and supportive care” and “Everything is perfectly done in the interests of clients and carers.”

Managers had appropriate experience and kept up to date with legislation and good practice guidance. People using the service and relatives commented positively about managers. Their comments included, “I am able to speak with [registered manager] when needed. [They]are like family” and “[Registered manager] is hands on.”

Staff said they felt supported. A staff member commented, “We have a supportive manager who provides guidance and understands the challenges of the role.”

The provider had systems for staff and others to speak up when they had concerns. Staff told us they felt able to speak up and their views were valued. People using the service and relatives told us they were able to speak with managers when needed.

The provider supported staff with their wellbeing and workforce equality. There were procedures to ensure staff were fairly treated. Staff told us their individual needs were met, and they were able to take time off when needed. A staff member commented, “The service is understanding and respectful of my personal and cultural needs.”

The provider had effective systems for monitoring and improving the quality of the service. The registered manager knew people using the service and staff well. They were in regular contact with them and asked for their views and feedback. Managers carried out checks and audits. There were a range of suitable policies and procedures.

Staff worked in partnership with other professionals when needed to help make sure people received personalised care and support. The registered manager had links with other companies to share information, lessons learnt and good practice.

The provider supported staff so they could learn through training, regular meetings and sharing ideas. A staff member told us, “The best thing about working at this service is that it promotes room for learning.”