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Inspection carried out on 10 January 2020

During a routine inspection

About the service

Flow Care Services Limited provides personal care for people who live in their own homes. At the time of the inspection there was one person receiving personal care who required minimal support. The provider recruited staff to care for people in hospitals and care homes although we did not inspect this as it is not part of our regulatory remit.

People’s experience of using this service and what we found

The provider had not always carried out the necessary recruitment checks on staff to ensure they were suitable to work with people. We identified a breach in relation to staff recruitment and you can see the action we told the provider to take at the back of our full-length report.

There were enough staff to support people safely. The provider assessed risks relating to people’s care and put in place guidance or staff to follow to reduce the risks. Staff received training in infection control and had sufficient personal protective equipment (PPE) to reduce risks of infection.

Staff received a suitable induction with training and supervision to help them understand people’s needs. Any support people required in relation to their healthcare needs was recorded in their care plan for staff to refer to. Staff understood people’s needs and preferences relating to eating and drinking, including those relation got any religious or cultural needs. 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.

A relative was positive about the staff who supported them. People received consistency of care from the small number of staff who worked with them and staff knew them well. Care was personalised to meet a people’s needs and preferences. The provider could provide information to people in alternative formats to meet people’s communication needs if required. People were informed how to complain and a suitable complaint process was in place.

A registered manager was in post who understood their role and responsibilities, as did staff. A relative and staff were positive about the leadership and management of the service. The provider had oversight of the service to check the quality of care although they had not identified and resolved the issues we found relating to staff recruitment.

more details, please see the full report which is on the CQC website at

Rating at last inspection and follow up

The was the first inspection of the service since they registered with us in January 2019.

Why we inspected

This was a planned inspection based on the date the service was registered with us.

Follow up

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.