During an assessment under our new approach
Date of assessment: 15 October to 20 October 2026
Flow Healthcare-Surrey is a domiciliary care agency providing personal care and support to people in their own homes. This included people with physical disabilities, health conditions and a learning disability. Some people were also living with dementia. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. There were 101 people receiving personal care at the time of the assessment.
We assessed the service against ‘Right support, right care, right culture’ (RSRCRC) guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. This was because the service was currently providing personal care to some people with a learning disability.
The registered manager had good oversight of the service. We found some shortfalls in staff travelling time as well as the time staff stayed for care calls. This had also been identified by the registered manager during their routine auditing. Although efforts were being made to reduce the occasions in which this happen, it was an area the registered manager still needed to work on.
Despite this, Flow Healthcare – Surrey was a well-led service and one where staff were happy to work. Staff said they enjoyed their role, felt supported and received all of the training they required to ensure they were competent and confident doing the job.
Information on people was clear and detailed which gave staff the guidance they needed on how to care for a person as well as how they could help ensure the person was kept safe and free from the risk of harm.
Staff understood people’s individuality and they adapted their care to support people in the most appropriate way. This included involving external health professionals to obtain guidance and advice.
Staff knew they needed to obtain people’s consent prior to providing care and they did this in line with the Mental Capacity Act 2005. Staff supported people to retain their independence where they could and respected people’s choices and decisions.
Staff said they felt they were treated fairly by the registered manager and said they would have no hesitation in speaking up should they have any concerns. They had the opportunity to meet with one another through staff meetings and talk on a one-to-one basis with their line manager through supervisions.
The registered manager checked the service for its quality and shared any learning for incidents and accidents through the wider staff team.