Care Connect Bury Ltd

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.
At our last assessment we rated this key question good. At this assessment the rating has remained 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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in care needs. Staff told us they knew people well and had access to all the information they needed to provide support to them.

We received positive comments on people’s care experience. One person said, “We have a regular group of carers that come, and we have consistency.”

People said they were included in plans for their own care and treatment and supported by staff to make their own decisions.

The provider understood that person-centred care was best delivered by staff who had built a bond with, and had knowledge of, a person. One external professional said, “Carers have been with [person] for several years and have cared for them well.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The Registered Manager told us, and we saw there were systems in place to monitor and review care. This included provision to ensure consistent care was delivered and referrals were made to the right professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were assessed and identified in their care plans. People had the opportunity to review and share information through regular reviews. People were given a detailed initial information pack. People had access to information about the service, as well as information about their medical conditions, within their care plan.

Documents were available to people in a variety of formats to meet their individual needs. People’s communication needs were recorded and respected by staff who enabled people’s meaningful engagement in decisions about their life.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The Manager gathered feedback from people and relatives in a number of ways, through telephone calls, surveys, emails, face to face meetings and paper-based surveys. The service analysed the responses for themes and trends to see where improvements were needed and where compliments had been received, these were passed on to staff.

There was a complaints policy where management investigated concerns and took action to resolve these.

The provider’s Equality and Diversity policy underpinned working practices within the service, and this was supported by training and ongoing monitoring. Staff understood the needs of the people they supported.

People and relatives knew how to seek advice or raise concerns, and the majority felt confident to do so. One person told us, “They always resolve problems right away and always apologise if something goes wrong.” However, another person said, “I would not be confident in raising concerns and wouldn’t bother asking.”

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.