Connect House

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

People were not always supported to receive person centred care. People did not always feel they were receiving person-centred care. People told us they were not involved in their care planning. People were not always given the opportunity to spend their time where they wanted around the home.

This service scored 54 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People did not feel they were always receiving person-centred care. One person told us, I’d like to get my meals on time. And I’d like more things to do - like being able to paint or make models - I could still do that.” This meant staff do not always ensure they ask people how people want to be supported. People told us they were not involved in their care planning. This meant people were not given the opportunity to be involved and people were not always supported to make choices and have control over their care. People were not always given the opportunity to spend their time where they wanted around the home. A person told us they had not been outside of the home since they moved in unless it was a medical appointment. They told us they would love to sit just outside in the sun. One person said, “I’d like to go in the garden more often and help with the flowers.” This meant people were not given the opportunity to receive person centred care that reflected their preferences.

Staff explained they did provide people with person centred care. One staff member told us, “I ensure I care for them how they want to and ask them. I allow people to make informed decisions.” However, we were not assured people were always receiving person centred care due to people’s feedback. Management told us they had completed quality assurance questionnaires recently and had received good feedback from people regarding their care and support. However, due to the feedback we received from people we were not assured people always did receive person centred care.

People did not always receive personalised care which met their needs or reflected their preferences. We observed one person unshaven; they told us they wanted a shave but was not supported to have a shave. Another person also appeared unshaven and told us they wanted a shave and would like to do it themselves but wasn’t “allowed”. There was no clear guidance within the person's care plan to demonstrate why they couldn’t shave themselves. We raised this with staff, who took immediate action, and the person was offered to go and shave themselves.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.