Connections Care Ltd

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe - this means we looked for evidence that people were protected from abuse and avoidable harm. This key question has been rated good. This meant people were safe and protected from avoidable harm. We saw risks to people’s safety had been assessed and care plans were in place to guide staff on the support people needed to remain safe. People received their medicines safely. People and their relatives told us the service was safe. People benefitted from a safe service. Staff had completed safeguarding training and were aware of their responsibility to report any concerns. They felt they would be listened to by management and their concerns acted upon. There were robust and safe recruitment practices to make sure that all staff, were suitably experienced, competent and able to carry out their role. There were enough staff with the correct skill mix to make sure people received consistently safe, good quality care that meets their needs.

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 staff were encouraged and supported to raise concerns. People told us they felt listened to and able to raise concerns or complaints. One person told us “No complaints but the office would sort any problems anyway. We have done a telephone survey, and I have a mobile number if there are any problems.”

Staff were aware of their responsibility to report any concerns and felt confident they would be listened to, and action taken. Staff told us they would read daily records to keep up to date with previous care visits.

Effective processes had been implemented to ensure risks were identified and managed and lessons learned were acted on. Our review of complaint records showed these were appropriately investigated and acted upon.  The management team were open and honest throughout the inspection and showed a commitment in wanting to further develop the service.

People felt they received a safe service. People told us they felt listened to and able to raise concerns or complaints. They were aware of who they could contact if they needed to raise any concerns.

The registered manager told they worked closely with other health and social care professionals to assess and meet people’s needs.

Feedback from other professionals who worked alongside the service was positive. One professional commented, “Staff are always contactable and available to speak to.”

People’s needs were assessed prior to them commencing with the service, and care was planned in line with their wishes and individual care plan.

People were supported to raise concerns. People and their relatives told us they felt they received a safe service. Comments include, “Yes, she is safe. We have a really good team going in” and “We are very safe. They announce when they come in and we know them.”

Staff had the knowledge and confidence to identify safeguarding concerns and acted on these to keep people safe. One staff member told us, “I feel Connections Care is a safe service for people to use, we have fully trained competent staff. All staff have good relationships with people we support, and I feel they go above and beyond many times whilst providing support.”

There were effective systems, processes and practices in place to make sure people were protected from abuse, neglect and harm. Any safeguarding referrals were recorded and reported to the appropriate authorities, including CQC.

People and their relatives told us they were involved in planning their care which involved managing any risks to their safety.

Staff told us they were kept up to date with risk assessments and changes to people’s care. One staff member told us, “Care plans are in place, and they get reviewed regularly. Office staff write care plans and will let me know when people’s care changes either by email or a phone call. For example, if someone is discharged from hospital and their medication has changed, we will get informed about this and the care plan will be changed immediately.”

Environmental risk assessments were in place to ensure staff were safe whilst supporting people. We saw risks to people’s safety had been assessed and care plans were in place to guide staff on the support people needed to remain safe. Risk assessments were person centred and regularly reviewed.

People were cared for in safe environments. People's care was provided in their own homes.

Environmental risk assessments were in place to ensure staff were safe whilst supporting people. There were policies and training in place to support staff who were lone working.

Where people required the use of aids for safe moving and handling risk assessments were in place to support staff to be able to use this equipment safety.

There were appropriate staffing levels and skill mix to make sure people received consistently safe, good quality care that met their needs. Comments from people included, “Yes, we have the same carers, so we know we are safe as we know them” and “Staff are friendly, and they talk to Mum. She has the same carer, so they know each other well.”

Staff received training appropriate and relevant to their role. Staff said they had received a comprehensive induction when they started working for the service and additional core training. Staff’s training was recorded and monitored by the registered manager and office staff to ensure they remained up to date with their knowledge and skills

There were robust and safe recruitment practices to make sure that all staff were suitably experienced, competent and able to carry out their role. Disclosure and Barring Service (DBS) checks were carried out. These provide information including details about convictions and cautions held on the Police National Computer. The information helps employers make safer recruitment decisions. Staff received the support they needed to deliver safe care. This included supervision, appraisal and support to develop and improve services.

People were living in their own homes. The service assessed and managed the risk of infection. People told us staff wore appropriate PPE during their care visits. One person told us, “They wear badges, uniforms, gloves and sometimes masks if I have a chest infection. They also wash their hands when they come in.”

People were supported by staff who had received training in infection and prevention control. Staff told us they had access to appropriate PPE (Personal protective equipment). One member of staff told is that if they were every running short then the office staff would organise a supply.

There was an effective approach to assessing and managing the risk of infection, which was in line with current relevant national guidance. There was a policy in place and training for all staff. Unannounced spot checks were completed to ensure staff were wearing the appropriate PPE.

People were involved in planning their care and they received their medicines safely. Comments included, “The carers do her tablets from a list. They know when, where and what and never miss any medicines.”

Staff told us they received training on how administer medicines safely. They said they used MAR (Medicine Administration Records) charts to record when medicines had been administered.

Managers completed regular checks to ensure people received their correct medication on time and in a safe way. They said if there were any concerns with people’s medicines then advice would be sought from the GP or pharmacist.