We carried out a review of the data available to us about Courtcare Flexi on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Courtcare Flexi, you can give feedback on this service.
About the service
Courtcare Flexi is a domiciliary care service which provides care and support to people living in their own homes. They can provide support to older people, adults with dementia, learning disabilities or autistic spectrum disorder, mental health needs, physical disabilities or sensory impairments. They can also provide
support to younger adults and children.
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. At the time of inspection young adults with physical and/or learning disabilities who were living at home with their parent(s) received packages of support which included personal care.
People’s experience of using this service and what we found
Right Support
Staff supported people to have choice, control and independence over their lives. The service supported people to have maximum possible choice, control and independence. The service encouraged people to be involved fully in discussions about their care and support.
Relatives told us their family members were supported to decide on their chosen activities and meals and how they wanted their care to be delivered. People were supported by staff to pursue their interests and to achieve their aspirations and goals.
People could communicate with staff and understand information given to them as staff supported them consistently and knew them well. People received care that focused on their quality of life and followed best practice.
Right Care
Improvement had been made to the risk management systems. Risks were assessed and there was detailed guidance for staff on how they should provide safe care which mitigated known risks. Young people who showed distressed behaviour had a detailed positive behaviour support plan in place. Training for staff who
were involved in physical intervention was up to date.
Staff understood how to protect people from poor care and potential harm. Staff had training on how to recognise and report abuse and knew how to report any concerns. There were sufficient numbers of staff who were appropriately skilled to meet people’s needs and keep them safe.
Staffing numbers were appropriate to keep people safe and the registered provider followed thorough recruitment procedures to ensure staff employed were suitable for their role. There were systems in place to ensure people were protected from the spread of infections.
Right Culture
Improvements had been made to the providers governance systems. Staff supervision and staff meetings took place regularly and used to develop and motivate staff, review their practice or behaviours, and focus on professional development.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Care plans had been improved and were person centred with detailed information and guidance about people's likes, dislikes, preferences. People and their relatives were involved in planning all aspects of their care and support and were able to make changes to how their care was provided.
Records were regularly reviewed to ensure care met people's current needs. This helped to provide staff with up to date information about how each person's support was to be delivered. People’s dignity and human rights were promoted, and people were encouraged to make decisions about their day to day routines.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was Requires Improvement (published 14 May 2021)
Why we inspected
We undertook this inspection to assess that the service is applying the principles of right support, right care and right culture.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
Courtcare Flexi is a domiciliary care service which provides care and support to people living in their own homes. They can provide support to older people, adults with dementia, learning disabilities or autistic spectrum disorder, mental health needs, physical disabilities or sensory impairments. They can also provide support to younger adults and children. 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. At the time of inspection five children and young adults with physical and/or learning disabilities who were living at home with their parent(s) received packages of support which included personal care.
People’s experience of using this service and what we found
Risks associated with people's care were not always assessed and there was limited guidance for staff on how they should provide safe care which mitigated known risks. Young people who showed distressed behaviour did not always have a detailed positive behaviour support plan in place. Training for staff who were involved in physical intervention was not always up to date or specific to young people. Improvements were made recently to the medicine administration chart and needed to be embedded in practice.
Care records were not always person centred in how they were written, and some language required reviewing. Staff recording of daily notes and incidents also included some language which was not person centred.
Quality assurance processes were in place covering key aspects of the service but some were not documented.
Safe recruitment processes were followed. Systems were in place to safeguard people from abuse. Staff participated in COVID-19 regular testing and followed infection control processes. Lessons were learned when things went wrong.
The staff team had a good understanding of people and their support needs. Staff received training for their roles in order to meet the needs of the people being supported.
Staff were caring in their approach and had formed good relationships with the young people and young adults they supported, as well as their parents. Staff maintained the dignity of the people they supported and promoted their independence.
The registered manager was also the provider and they were keen to provide a good service and drive improvements where needed. They were aware of their legal responsibilities and were supportive of the inspection process. Relatives knew how to make a complaint.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.
This service was able to demonstrate how they were meeting some of the underpinning principles of Right support, right care, right culture.
• Young people, young adults and their families were provided with support which offered choice and promoted independence.
• The care provided promoted the dignity, privacy and human rights of the young people and young adults being supported. Feedback confirmed the care was person-centred although improvements were required to the documentation to reflect this.
• The management team promoted a positive culture and were in regular contact with families for feedback.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 12 November 2018 and this is the first inspection.
Why we inspected
The inspection was prompted in part due to a complaint received regarding aspects of a package of care. The service had not had an inspection due to the pandemic so remained without a rating. A decision was made for us to undertake a full inspection of the service.
We have found evidence that the provider needs to make improvements. Please see the safe, responsive and well-led sections of this full report.