Connections Care Ltd

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 key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People and their relatives told us staff treated them with kindness and dignity, respecting their privacy. People felt confident that they could raise any concerns, and this would be appropriately responded to. Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds. People were supported to have choice and control over their care and to make decisions about their care, support and wellbeing.

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 and their relatives told us staff treated them with kindness, compassion and dignity in their day-to-day care and support. Comments included, "The staff are very caring. They always ask before doing her personal care and they always make her a cup of tea and more importantly chat to her” and "He cant converse but I hear them telling him what they are going to do and engage him in conversation whilst washing him. Oh yes the care is great but what is better is that they chat to him and ask him simple questions like, how are you feeling today.”

Staff knew and understood people well, including their preferences, wishes, personal histories and backgrounds. People were supported to have choice and control over their care and to make decisions about their care, support and wellbeing.

Care plans contained information to support staff to understand the people they were supporting, including their preferences, wishes, personal histories, backgrounds and abilities.

Staff treated people as individuals, considering any relevant protected equality characteristics. For example, where people’s first language was not English staff had been sourced who were able to support them in their preferred language. One relative told us, “We are really fortunate as one of the carers can speak Urdu as well as English which makes things so much easier.”

People’s individual needs and preferences were understood by the staff supporting them. This was reflected in the care and support people received.

People’s personal, cultural, social and religious needs were understood and met. Information was available to staff in care plans on how to support this. People’s communication needs were met to enable them to engage in their care and support to maximise their experience and outcomes.

People were supported to have choice and control over their care and to make decisions about their care, support and wellbeing.

Staff knew people’s individual communication skills, abilities and preferences. Information on how best to communicate with people was documented in care plans.

Care and support plans identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support.

People’s needs, views and wishes were documented to support staff to be able to identify where people maybe experiencing pain or discomfort and act accordingly.

Staff were aware of people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. One member of staff told us they always check the notes from the previous visits, so they were aware of how the person had been.

People were supported by staff who felt valued by the management and other colleagues. They had a sense of belonging and the ability to contribute to decision making. Comments included, “I love working there with them (office staff). They listen to me and are supportive” and “The service is managed in a supportive and positive work culture and the company provides sufficient training, feedback and supervision. The leadership is good enough in every field of our jobs and responsibilities and they are always welcoming to staff for any help.”

Staff had access to training which supported them to meet people’s needs. They had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was achieved through staff supervision, team meetings and surveys.