We’re thrilled to announce that Connect Health Pain Services Limited – NWCATS MSK, has achieved an ‘Outstanding’ Care Quality Commission (CQC) rating in the well-led category and ‘Good’ overall following the inspection that took place in December 2022.
The CQC report inspector highlighted:
We rated the service as outstanding for being well-led. The leadership and management of the organisation assured the delivery of high-quality and person-centred care, supported learning and innovation, and promoted an open and fair culture. Governance and performance management arrangements were proactively reviewed and reflected best practice. There was a truly holistic approach to assessing, planning and delivering care and treatment to people who used the services. The safe use of innovation and pioneering approaches to care and how it was delivered was actively encouraged.
Our Pain Service was praised across all areas:
• SAFE – The service had clear systems to keep people safe and safeguarded from abuse. The provider conducted safety risk assessments. They had safety policies, which were regularly reviewed and communicated to staff. All staff received up-to-date safeguarding and safety training appropriate to their role. They knew how to identify and report concerns.
• EFFECTIVE – The provider had systems to keep clinicians up to date with current evidence-based practice. We saw evidence that clinicians assessed needs and delivered care and treatment in line with current legislation, standards and guidance supported by clear clinical pathways and protocols.
• CARING – Staff treated patients with kindness, respect and compassion. Feedback from patients was positive about the way staff treat people.
• RESPONSIVE – Patients were able to access care and treatment from the service within an appropriate timescale for their needs. The provider organised and delivered services to meet patients’ needs. They took account of patient needs and preferences.
• WELL-LED – Leaders had the capacity and skills to deliver high-quality, sustainable care. Staff told us they felt respected, supported and valued. They were proud to work for the service and said there was a good team ethos.
Paul Allan, Director of Operations and CQC Registered Manager said:
Whilst never in doubt, as I see and hear of the great work we do to deliver services to patients on a daily basis, having the CQC rate us as Good overall is a reassuring vote of confidence that we continue to walk the right path as a healthcare provider. It was particularly pleasing to see the CQC recognising us as Outstanding in the well-led domain, as they did in our 2021 inspection!
For wider context, 25% of Acute Trusts were rated as Inadequate or Requires Improvement as at July 2021. So, obtaining such a favourable rating, that was very close to being Outstanding overall is something each and every person across Connect Health should be very proud of.
Dr Graeme Wilkes, Chief Medical Officer, added:
Our ratings represent the same rating as our 2021 inspection, and I’m delighted and proud that this reflects fantastically on the organisation and each individual who works for Connect Health. The feedback on the day was that we were very close to Outstanding overall and had improved on the previous inspection in many areas. There were no areas of concern once again, but advice on how we can reach Outstanding overall on the next inspection. I wouldn’t be working at Connect Health unless we were reaching such standards and I hope this reinforces that despite all the challenges that exist and we have been through, we remain a leading and high-quality provider of NHS services. Onward and upward!