Connect House

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

Since our last CQC visit, a new management team was in place including a new registered manager. There were clear and effective governance, management, and accountability arrangements. Staff understood their role and responsibilities. Managers accounted for the actions, behaviours, and performance of staff. The management team had a consistent approach to learning and making improvements.

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.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

Management and staff knew their responsibilities around quality and safety monitoring and governance. The deputy manager told us, “There are clear roles and responsibilities regarding which staff completes which audits, once these are completed, I will review the audits.” This meant there was clear governance oversight from staff and management.

The management team had clear processes and systems. The deputy manager met daily with other staff from the different departments of the home to share key information. The deputy manager would report any key information to the registered manager and provider. There was a clear management structure in place, nurses and care staff understood their responsibilities to meet statutory requirements. There was a stable management team. The deputy manager and staff had a range of audits and quality monitoring tools which they used to oversee the performance of the service. These included medicine processes, accidents, incidents, and infection control tools. The deputy manager was responsible for completing or delegating the required actions. However, the audits completed did not identify the mixed feedback we received from people living at Connect House regarding choice, control, and person-centred care. This meant the audits were not always effective. The provider offered an innovative service and to ensure sustainability by contracting, part of the home to the NHS. This was a scheme to support people to leave hospital and have short rehabilitation stays. The provider worked alongside NHS staff. The home staff provided the social care, and the NHS staff provided the health care to support people with improving their health before they went home. The provider had emergency contingency plans in place in case of any sudden event that could affect the smooth running of the service. Quality assurance systems were in place to maintain oversight of people's care and improve performance. The resident quality assurance completed showed people had said they received good care.

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

Staff were provided with learning and improvement opportunities. One staff member told us, “I made a mistake, and I was offered training and support to ensure I learnt from that mistake.”

People experienced inconsistencies regarding choice, control, and person-centred care. These were raised at our last inspection, people continued to tell us they had lack of choice, control, and person-centred care. Throughout our onsite assessment the provider and management team were proactive and where we raised concerns these were all dealt with immediately. This meant the provider and management team wanted to ensure improvements were made to ensure people received good quality care.