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.