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Archived: Flexserve UK Limited Good

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Inspection Summary


Overall summary & rating

Good

Updated 29 April 2015

This inspection took place on the 28 January and was announced. At our last inspection in August 2013 the service was meeting the required standards.

Flexserve UK Limited provides support and personal care for adults with a particular focus on reablement. At the time of our inspection 19 people were using the service.

The service had a registered manager who had been in post since the service started in April 2011. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

People’s needs were assessed and care plans were developed to identify what care and support people required. People said they were involved in their care planning and were happy to express their views or raise concerns. When people’s needs changed, this was quickly identified and prompt, appropriate action was taken to ensure people’s well-being was protected. People using the service told us they had a copy of their care plan in their home.

People using the service told us they felt safe. Staff understood how to recognise the signs and symptoms of potential abuse and told us they would report any concerns they may have to their manager.

The registered manager told us that assessments were undertaken to assess any risks to the people using the service and the staff supporting them. This included environmental risks and any risks due to people’s health and support needs. The risk assessments we viewed included information about action to be taken to minimise these of risks.

People said they found the staff polite and respectful. Staff were respectful of people’s privacy and maintained their dignity. Staff told us they gave people privacy whilst they undertook aspects of personal care, asking people how they would like things done and making enquiries as to their well-being to ensure people were comfortable.

We found however that there was no system of monitoring when a staff member’s training needed to be updated and some staff had not received any formal training whilst working with the agency.

We have made a recommendation about this in the main body of the report..

We saw that regular visits and phone calls had been made by the registered manager to all of the people using the service and/or their relatives in order to obtain feedback about the staff and the care provided.

Inspection areas

Safe

Good

Updated 29 April 2015

The service was safe.

People were protected from harm. Risks to the health, safety or well-being of people who used the service were understood by staff and addressed in their care plans.

Staff had the knowledge, skills and time to care for people in a safe manner.

There were safe recruitment procedures to help ensure that people received their support from staff of suitable character.

Effective

Requires improvement

Updated 29 April 2015

The service was not always effective as some staff were not provided with effective on-going training by the agency

The provider ensured that people received effective care that met their needs and wishes. People experienced positive outcomes as a result of the service they received and gave us good feedback about their care and support.

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Caring

Good

Updated 29 April 2015

The service was caring. Managers and staff were committed to a strong person centred culture

People who used the service valued the relationships they had with staff and expressed satisfaction with the care they received. People felt that their care was provided in the way they wanted it to be.

People felt staff always treated them with kindness and respect

Responsive

Good

Updated 29 April 2015

The service was responsive. Changes in people’s needs were quickly recognised and appropriate action quickly taken, including the involvement of external professionals where necessary.

People felt the service was flexible and based on their personal wishes and preferences. Where changes in people’s care packages were required, these were made quickly and without any difficulties.

Well-led

Good

Updated 29 April 2015

The service was well-led. The managers of the service promoted strong values and a person centred culture. Staff were happy to work for the service and were supported in understanding the values of the organisation.

There were effective systems to assure quality and identify any potential improvements to the service.