Updated 13 March 2023
Connect Health Pain Services Limited - NWCATS MSK has one registered location based in Newcastle where regulated activities are managed from. This is a call centre and staff here manage calls and signpost patients to the correct service. The address is:
The Light Box
Quorum Business Park
Benton Lane
Newcastle-upon-Tyne
Tyne and Wear
NE12 8EU
https://www.connecthealth.co.uk/
There is a second service registered at this address which is run by Connect Health Limited. This service has similar contracts and is registered separately with CQC, as the service is a separate legal entity, however both services are run together.
Patients are seen at locations nationally in venues such as GP practices/health centres/acute trusts and gyms. The registered location is predominately a non-clinical office space including a call centre and physio line. There is one clinical room that is used for occupational health services provided for Connect Health staff.
The provider is an independent provider of integrated community MSK (musculoskeletal) and physiotherapy services in the UK (including orthopaedics, pain, rheumatology, well-being) serving over 350,000 NHS patients per year from both services. Physiotherapy services are outside the scope of regulation under the Health and Social Care Act 2008 and as such, we did not inspect them.
Connect Health Pain Services Limited - NWCATS MSK provides a specialised Community Pain Management Service (CPMS) to over 30,000 patients per year. The pain service offers patients appointments that are accessible offering patient choice across different sites, resources to support and sustain self-help, access to a multidisciplinary team, (including physiotherapists, psychologists, nurses, doctors, pharmacists and occupational therapists), and integration with other community physical and mental health providers including voluntary sector groups.
The service has a dedicated call team from Monday – Friday between 8.30am– 6pm, with some Saturday clinics.
The provider employs a range of staff including doctors, nurses, call handlers, administrative staff and management.
Connect Health Pain Services Limited - NWCATS MSK is registered with CQC for the regulated activities of Treatment of disease, disorder or injury, Diagnostic and screening procedures, Transport services, triage and medical advice provided remotely,
Connect Health Pain Services Limited - NWCATS MSK works closely with primary, community, third sector and secondary care partners using local guidance and pathways.
How we inspected this service
We gathered and reviewed information prior to the inspection from stakeholders, provider information returned to us and staff questionnaires.
During the inspection methods we used were, we interviewed staff, reviewed documents and made observations during the site visit. We carried out a virtual tour of one of the venues where services are provided.
To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:
- Is it safe?
- Is it effective?
- Is it caring?
- Is it responsive to people’s needs?
- Is it well-led?
These questions therefore formed the framework for the areas we looked at during the inspection.