Flow Healthcare-Surrey

Updated 12 September 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was an announced inspection and took place on 17 July 2018. 48 hours’ notice of the inspection was given because the service is a domiciliary care agency and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Before the inspection, the provider completed a Provider Information Return (PIR). The PIR is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We also checked notifications made to us by the provider, safeguarding alerts raised regarding people living at home and information we held on our database about the service and provider.

The inspection was carried out by one inspector.

There were 86 people receiving a service and 27 staff. During the inspection, we contacted 12 people and their relatives’ and seven staff. We also spoke with the registered manager and office team during the office visit.

We looked at eight people’s care plans and four staff files. We also checked records, policies and procedures and quality assurance systems.

Updated 12 September 2018

This was an announced inspection that took place on 17 July 2018.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It is located in the Epsom area and covers mid surrey. A service is provided for older people, those with dementia, learning disabilities or autistic spectrum disorder, physical disability and children aged 13 to 18.

This was the first inspection since the service was registered.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People and their relatives were happy with the service they received from the agency and way that staff provided it.

The agency kept records that were up to date and recorded the care and support people received, the choices they had made and identified if they were met. The records were clearly recorded, fully completed, regularly reviewed and enabled staff to perform their duties.

Staff were aware of their responsibilities towards the people they supported, the tasks they performed and knew how people liked to be supported. Staff were appropriately skilled and provided care and support in a professional, compassionate and kind way.

Staff also understood that they must treat people equally and respect their diversity and human rights. People and their relatives said they felt fairly treated.

Staff were appropriately trained and made themselves accessible to people. Staff said the organisation was a good one to work for; they enjoyed their work and had access to good training and support.

The registered manager and staff encouraged people and their relatives to discuss health and other needs and agreed information was passed on to community based health professionals.

People were protected by staff from nutrition and hydration associated risks by being given advice about healthy food options whilst still making sure people’s likes, dislikes and preferences were met.

The agency was aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.

The agency consistently monitored and assessed the quality of the service provided and was approachable, responsive and encouraged feedback from people.

The health care professionals that we contacted were happy with the support that the agency provided for people.