Background to this inspection
Updated
22 June 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 Health and Social Care Act 2014.
Inspection team
The inspection team consisted of 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. The inspector visited the service and the Expert by Experience gathered feedback about the service from people and their relatives via the telephone.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
We gave the service 48 hours' notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed the information we had received about the service since the last inspection. We sought feedback from the clinical commissioning group (CCG) who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We also used information gathered as part of monitoring activity that took place on 18 March 2022 to help plan the inspection and inform our judgements.
During the inspection
We spoke with one person who used the service, three relatives and viewed surveys about their experience of the care provided. We spoke with nine members of staff including the director, registered manager, quality and assurance manager, five carers and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records, including three people’s care records. We looked at three staff files in relation to recruitment and staff support and a range of records relating to how the service operated and was managed.
After the inspection
We received feedback from a healthcare professional who works closely with the service and reviewed the provider’s policies and procedures.
Updated
22 June 2022
About the service
Flexi Coventry Ltd is a domiciliary care agency which provides personal care to people in their own homes. The service provides support to older people and younger adults with a range of needs. This includes people with physical disabilities. At the time of our inspection the service was providing the regulated activity personal care to nine people. CQC only inspects the service being received by people provided with personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
The provider also has a newly registered care home, at the same location. This was not inspected, or rated during this inspection, as it has not opened yet and was not providing a regulated activity.
People’s experience of using this service and what we found
People and relatives spoke positively about the service they received. Risks associated with people’s care and home environments were identified, assessed and well managed and staff knew how to keep people safe. People received their medicines safely and when needed, by staff trained in medicine management. The prevention and control of infections were managed in line with government guidance and provider procedures.
People and their relatives had confidence in the ability of staff to provide effective care. Staff were recruited safely. Staff development was supported through an induction when they started work and ongoing training.
People’s dietary needs were met, and they were supported to access healthcare professionals when needed, to help them live healthier lives.
People received personalised care and developed positive relationships with staff who they described as, “kind and respectful”. Staff had a good understanding of the care and support needed and provided this safely with care and compassion. People’s right to dignity and privacy were respected and their independence was promoted.
Care plans were developed in partnership with people to ensure they reflected people’s preferences, religious and cultural beliefs and values. The management team encouraged people, relatives and staff to provide feedback about the service. Feedback was used to drive forward improvement and learn lessons.
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.
The registered manager had systems and processes in place to monitor and review the quality of the service provided, for example, audits of care plans. Staff felt supported by the management team, who worked in an open and transparent way.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for the service at the previous premises was good, published on (published 12 July 2019).
Why we inspected
This was a planned inspection to provide a rating for the service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.