Background to this inspection
Updated
12 January 2022
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and an Expert by Experience.
An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to older people and people with a physical disability living in their own houses and flats. At the time of our inspection the service was not providing personal care to people with a learning disability.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service prior notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service. We used the information the provider sent us in the provider information return received in June 2021.This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with one person who used the service and ten relatives about their experience of the care provided. We spoke with ten members of staff including the chief executive officer, the nominated individual, the registered manager the recruitment and compliance manager, care coordinators, the palliative care lead, team leaders and a care worker. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We sought feedback from five professionals who work with people who use the service and received responses from two of these.
Updated
12 January 2022
About the service
Flexicare Home Services UK Ltd is a domiciliary care agency providing personal care to 60 people at the time of the inspection.
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.
People’s experience of using this service and what we found
We heard positive views about the service from people, their relatives and professionals such as “Flexicare have a good reputation in Gloucester.”, “Flexicare really care about the service they provide.” and “They are brilliant, responsive and nothing is too much trouble.”
Strong leadership had created an exceptionally positive culture within the service. This drove an innovative and creative approach with people at the heart of the service, they received the high standard of care and support expected. Staff in all roles were exceptionally positive and motivated to provide a high standard service and were proud to work for Flexicare.
People received care which was safe, and staff understood how to support people to maintain their safety. People's medicines were administered as expected. The provider checked the suitability of new staff through robust recruitment processes. Care staff used personal protective equipment (PPE) and supported people to reduce the risk of infection.
People received compassionate care and they and their relatives felt respected and valued as individuals. Staff exceeded expectations to ensure people’s needs were met and they were comfortable and safe.
People received high quality personalised and innovative care delivered by well trained and highly motivated staff. 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.
People's care had been planned with them and was highly individualised to them. The service worked closely with health and social care professionals to ensure people’s needs were met, particularly where people received care at the end of their life.
This service was registered with us on 13 March 2020 and this is the first inspection.
The last rating for the service at the previous premises was Outstanding, published on 29 December 2017.
Why we inspected
This service had not been inspected since their registration; therefore, this inspection was carried out to gain assurances about the quality of care and systems used to monitor and the manage the service.
We undertook this inspection at the same time as CQC inspected a range of urgent and emergency care services in Gloucestershire. To understand the experience of social care providers and people who use social care services, we asked a range of questions in relation to accessing urgent and emergency care. The responses we received have been used to inform and support system wide feedback.