Archived: Flexi Coventry Limited

Updated 12 July 2019

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 undertaken by one inspector

Service and service type

Flexi Coventry Ltd is a domiciliary care agency. It provides personal care to people living in their own homes, including younger adults, older people, people with learning disabilities, people with autism, people living with dementia and mental health needs, people with sensory impairments and people with physical disabilities. CQC regulates the personal care provided.

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

This comprehensive inspection was announced. 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 or registered manager would be in the office to support the inspection.

Inspection activity started on 6 June 2019 and ended on 24 June 2019. We visited the office location on 24 July 2019.

What we did before the 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 11 relatives to obtain their views of the service provided because people using the service had complex needs and were not able to tell us about their experiences. We spoke with five members of staff including the provider, registered manager, deputy manager and care workers.

We reviewed three people's care and medicine records, to ensure they were reflective of their needs. We looked at three staff files in relation to recruitment and staff supervision and a range of records relating to the management of the service, including audits and checks, people’s and relatives’ feedback about the service and policies and procedures.

Updated 12 July 2019

About the service

Flexi Coventry Ltd is a domiciliary care agency. It provides personal care to people with complex needs living in their own homes. At the time of our visit 13 people with complex medical needs, were being supported by the service.

People’s experience of using this service and what we found

Relatives were confident their family members were safe when receiving care and support. People received their care calls at the times they expected, for the length of time agreed and from staff they knew. Risk associated with people’s needs and the environment were well managed. Medicines were managed in line with regulatory requirements and best practice guidelines.

People's needs were assessed, and personalised care was provided by staff who were well trained. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The management team and staff had a good understanding of and worked within the principles of the Mental Capacity Act (2005). The provider’s policies and procedures supported this.

Staff ensured people’s rights were upheld and were caring and thoughtful in their approach. People made decisions about their care and support. Staff felt cared for, valued and supported by the management team. Relatives confirmed staff had an in-depth knowledge of their family members’ needs.

The service was responsive to the needs of people and relatives. Detailed care plans provided staff with the information they required to provide care in line with people’s needs, wishes and preferences. Staff were trained to support people at the end stage of life, when needed. Relatives knew how to raise any concerns or complaints. The provider was meeting the requirements of the Accessible information Standard.

The management team were open, approachable and focussed on providing person centred care. Systems were in place to monitor and improve the quality of care provided. The management team and staff shared a passion for the provision of good quality care and worked in partnership with other professionals to improve outcomes for people. Everyone at Flexi Coventry Ltd was committed to working towards an outstanding rating.

The last rating for this service was Good (published 11 October 2016).

Why we inspected: This was a planned inspection based on the previous rating of good.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our methodology. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk