Updated 24 June 2021
Connect Health Limited has one registered location based in Newcastle where regulated activities are managed from. This is the Head Office incorporating the 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/
Patients are seen at locations nationally in venues such as GP practices/health centres/acute trusts and gyms. Services are also delivered from five Connect Health Limited managed sites which are landlord owned. Four of these sites are in Lincolnshire and one in Hemel Hempstead. We visited the registered location only at this inspection due to Covid-19 restrictions. The registered location is predominately 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.
Connect Health Limited is an independent provider of integrated community MSK (musculoskeletal) and physiotherapy services in the UK (including orthopaedics, pain, rheumatology, well-being) serving over 350k NHS patients per year. 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 Limited treats patients of all ages. Connect Health Limited provides a specialised Community Pain Management Service (CPMS). 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.
Connect Health Limited’s rheumatology service provides patient appointments close to home. This service provides aspects relating to the management of long-term conditions, comprehensive assessment of health risks including heart disease, stroke, risk of breaking a bone and access to a range of exercise classes designed specifically for people with arthritis. The service has a dedicated call team Monday – Friday between 8.30am– 5pm.
Connect Health Limited has seen a substantial growth in its business offering in the last year. The provider employs a range of staff including doctors, nurses, call handlers, administrative staff and management.
Connect Health Limited 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 Limited 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, questionnaires and notifications received from patients about the service.
During the inspection methods we used were, we interviewed staff via teams calls, reviewed documents and made observations during the site visit.
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.