# Support & Connections Office

*Operated by Support & Connections Ltd.*

Support & Connections Office is a CQC-regulated home-care agency in Melton Mowbray.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 02/10/2019

## Practical info

- Postcode: LE13 1QF
- Registered manager: Crate, Deborah
- Local authority: Leicestershire
- Region: East Midlands
- City: Melton Mowbray
- Last CQC check: 02/Oct/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2019-10-02
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2019-10-02
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2019-10-02

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2019-10-02
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2019-10-02
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2019-10-02
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2019-10-02

### Other

- Finding
  - Evidence: Business continuity planning was in progress, including identified cover staff from another service.
  - Published: 2021-10-30
- Finding
  - Evidence: Risk assessments were in place and staff were knowledgeable about their content, e.g. choking risk management.
  - Published: 2021-10-30
- Finding
  - Evidence: The person using the service was actively involved in developing the service itself.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received regular individual supervisions approximately every three months and monthly group staff meetings.
  - Published: 2021-10-30
- Finding
  - Evidence: Complaints procedure was provided in an easy-read pictorial format to support accessibility.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff were punctual, flexible and responsive to the individual's preferences, including preference for male staff.
  - Published: 2021-10-30
- Finding
  - Evidence: Person-centred support planning involved the individual in devising, signing and reviewing their care plan.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received relevant training including MCA, epilepsy, equality and diversity, and first aid, with individual training plans maintained.
  - Published: 2021-10-30
- Finding
  - Evidence: Robust recruitment processes including DBS checks and reference gathering were consistently followed.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff knew their safeguarding responsibilities and the signs of abuse, with clear escalation processes in place.
  - Published: 2021-10-30
- **person_centred_care** _(minor)_
  - Evidence: they had not, as yet, sought the feedback of the person's experiences of the care and support they had received. The registered manager told us they planned to undertake this in the next six months.
  - Published: 2021-10-30
- **governance** _(minor)_
  - Evidence: The provider was not currently carrying out a range of quality checks of the service as only one person was receiving a service when we visited.
  - Published: 2021-10-30

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2019-10-02
- Finding
  - Meeting people's communication needs
  - Published: 2019-10-02
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2019-10-02

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2019-10-02
- Finding
  - Using medicines safely
  - Published: 2019-10-02
- Finding
  - Staffing and recruitment
  - Published: 2019-10-02
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2019-10-02
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2019-10-02

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff, fully considering their equality characteristics
  - Published: 2019-10-02
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2019-10-02
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2019-10-02

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1549094217

HomeCare Compass is an independent guide and is not affiliated with the CQC.