Care Connect Bury Ltd

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 leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last inspection this quality statement was rated good. During this inspection this has remained the same. 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.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

Staff felt the leaders had the appropriate skills and knowledge to lead effectively and they felt comfortable to raise any concerns should they arise. The management displayed they were committed to ensuring all staff deliver high quality care. Minutes from team meetings include discussions about how staff members should be trained and supported.

Recruitment files show evidence of training, induction, shadowing and welfare checks. Feedback from staff stated that they had regular supervisions and there was evidence of regular team meetings. Where any issues arising were discussed, staff members were reminded of policies and areas of improvement were identified.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff said they were able to speak with the Registered Manager or management team if they needed to. This was encouraged during staff meetings and supervision meetings. Staff were aware of what Freedom to Speak up means and the Freedom to Speak up policy was shared.

There were regular team meetings, which provided the opportunity to speak up and raise any concerns. Feedback from staff was that they felt comfortable to do so.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver high-quality, sustainable care, treatment and support. They always acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The management team comprised of the Registered Manager, the Nominated Individual and Care Coordinators. Regular audits were conducted, including care plans and medication audits with clear actions when areas of improvement were identified. An annual quality assurance questionnaire was also completed which enabled management to obtain oversight of how the service was performing as a whole from the perspective of the people they were caring for. This was a postal questionnaire sent to 50 people all of whom received a home care service. The response from the 2025 audit was very positive.

Management made regular contact with staff through emails, memos and meetings. Contact included discussion and reminders about the service’s policies and procedures and assurance of adherence to these. Where they were not being adhered to this was promptly addressed.

The business continuity plan identified emergency plans and procedures in the events of situations such as fire, flood, power cuts or fuel shortages. The service improvement plan showed clear workforce planning and key objectives to ensure consistent high quality care.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

There was evidence of collaboration and partnership working with commissioners, quality assurance representatives, medicine optimisation teams and other stakeholders. Management regularly attended care at home provider forums and meetings aimed to develop the knowledge and skills of the workforce in areas such as dementia, LGBQTI+ Awareness and Infection Prevention and Control (IPC).

Feedback from a social worker was very positive and stated how the management had been kind, compassionate and dedicated. Staff felt there was an open relationship and good communication between the service , people and relatives.

The provider focused on continuous learning, innovation and improvement across the organisation and through local systems in place. Management encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

There were systems in place to gather feedback from people, their families and staff in order to improve the service. Team meetings included discussions about learning and improvement and the provider asked for a folder to be set up to store Safeguarding records, Complaints, Compliments, Accidents, and Incident Reports so aquarterly trend analysis could be conducted. This ensured any recurring themes could be identified and the provider could determine appropriate actions to address them.

Staff said they felt they had adequate training and that they would be provided with further training if they requested it. The provider also obtained feedback following any training sessions to identify any gaps or improvements needed.

A complaints log included analysis of concerns, actions taken and lessons learned.