Care Connexions UK Limited

People told us the support they received was good. The provider had made efforts to ensure staff responded to people’s needs and preferences and provided support when, and in the way they wanted. The provider had carried out quality assurance monitoring. However, this was not always systematically recorded. The registered manager told us they would address this, and we noted actions had commenced during the period of our assessment.

People were protected and kept safe. Staff understood and managed risks to people. There were enough staff with the right skills, qualifications, and experience. Staff received the training and support they required to deliver high-quality care.

People were involved in assessments of their care and support. Their care plans were regularly reviewed to take account of changes in needs and preferences. Staff worked in partnership with other professionals involved in people’s care to ensure positive outcomes. Staff ensured people understood their care plans to enable them to give informed consent. Where people were unable to give consent, the provider had applied for Deprivation of liberty Safeguards (DoLS) authorisations. DoLS is required under the Mental Capacity Act (2005) to ensure people are not unduly restricted where they are unable to consent to any restrictions, for example, in going into the community unaccompanied.

People were treated with kindness and compassion. Staff protected privacy and dignity and respected people’s choices. They supported people to maintain valued relationships and participate in community activities. Staff provided flexible support to people in accordance with their wishes. The provider supported staff wellbeing.

The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through staff training, information, and feedback.

Managers and staff had a shared vision and culture which focused on putting people first. Staff and people told us managers were knowledgeable, available and supportive. We observed they knew people and staff well, and we noted from the records we saw they were actively involved in people’s care and support.

Managers and staff had a shared vision and culture focused on putting people first. Staff felt they were treated equally. They understood their roles and responsibilities and told us they were able to request support or raise concerns at any time. Managers worked with local community organisations to identify support and activities to enhance people’s lives. There was a culture of learning and development to ensure continuous improvement.