Flo's Friends

Updated 15 February 2020

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 registered persons were 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.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The provider had day to day responsibility for the management of the service.

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 provider would be in the office to support the inspection.

What we did before inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. 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 two people who used the service and four relatives about their experience of the care provided. We spoke with seven members of staff including the provider, senior care workers and care workers.

We reviewed a range of records. This included four people’s care 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 reviewed several documents the provider sent to us including training records and policies and procedures.

Updated 15 February 2020

About the service

Flo’s Friends is a domiciliary care agency providing personal care to people who live in their own homes. At the time of inspection, the service was providing care to 30 people. 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

People told us the service they received helped them to keep safe in their own homes. Staff knew how to protect people from abuse and were trained to recognise and report abuse. Risks associated with people’s care was managed. Staff were recruited safely. People were supported safely with their medicines.

Peoples needs were assessed. Staff were trained to carry out their roles and received ongoing training to meet the needs of the people they were supporting. Peoples consent to care was sought. 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 and relatives told us staff treated them with kindness and compassion. People were involved in their care and their views were respected. Staff were knowledgeable about how to maintain privacy and dignity and promote people’s independence.

People received care which was responsive to their needs. Care plans were reflective of people’s needs and were reviewed regularly. Care was delivered by staff who understood the needs of the people they were supporting. People knew how to complain and raise concerns.

The provider had developed a person-centred culture within the team. They had a clear vision and staff demonstrated they understood the values of the provider and principles of person-centred care. Staff were supported in their roles and team meetings took place regularly. The provider understood their regulatory responsibilities and had systems in place to ensure care was safe and lessons were learnt.

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 this service was Good (published 20 June 2017)

Why we inspected

This was a planned inspection based on the previous rating.

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.