BI FLEXI SUPPORT LTD

People's experience of using this service and what we found.

Timely calls were not always in place to provide people with the personal care they needed. This issue was followed up by the registered manager. Safe recruitment practices were in place to ensure only suitable staff worked at the service.

Details of how to reduce risks to people's safety were included in people's care plans. Care plans reflected people’s individual needs. Enough staff were employed to meet people's needs. Relatives said safe care was provided, with people protected against abuse, neglect and discrimination.

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.

Relatives were very satisfied with the personal care staff provided. They said their family members were treated with respect and dignity and staff had a caring and friendly approach to them. They said they had very good relationships with staff. Staff respected people's privacy and encouraged them to maintain their independence and do as much for themselves as they wanted to.

Relatives were aware of how to approach the registered manager to raise concerns or complaints. The registered manager understood their responsibilities and worked in an open and transparent way. Quality assurance systems were in place to measure whether people were provided with a quality service.

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

Why we inspected

We inspected this service due to the length of time since the previous inspection.

The overall rating for the service has remained good based on the findings of this inspection.

Rating at last inspection

The last rating for this service was good (published 20 July 2018).

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.

Not everyone using Bi Flexi Support Ltd received the regulated activity; personal care. The Care Quality Commission (CQC) only inspects the service received by people provided with personal care, help with tasks related to personal hygiene and eating. Where they did we also took into account any wider social care provided. Of the five people using the service, two were receiving personal care.

The service had a registered manager. 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 2008 and associated Regulations about how the service is run.

At the time of our inspection people’s care and support was being provided by the two directors of the service, who between them, had 25 years’ experience in the care industry.

People told us they felt safe with the management team who supported them. Their relatives agreed with what they told us. The management team knew their responsibilities for keeping people safe from avoidable harm and knew what to do if they were concerned about anyone.

People's care and support needs had been identified and risks presented to either the people using the service or the management team providing the support had been assessed and managed.

An appropriate recruitment process was in place and had been followed when recruiting to the staff team. Relevant training had been sourced to ensure people were supported by appropriately qualified staff members.

People told us there were enough staff members to meet their current needs. They told us they were visited by members of the management team who always turned up, never missed a visit and always stayed the correct length of time.

People were supported to have maximum choice and control of their lives and the management team supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

People were supported to maintain good health and were supported to access relevant healthcare services such as doctors and community nurses when they needed it.

Plans of care had been developed with the people using the service and their relatives. This enabled the management team to identify their individual care needs and provide support in a way they preferred.

People told us they were treated with respect and the management team were kind, caring and considerate.

People had the opportunity to be involved in how the service was run. They were asked for their opinions of the service on a regular basis. This was through visits to people's homes and through the use of surveys.

The management team monitored the service being provided to make sure people received the safe care and support they required. A number of auditing processes had been developed to assist the formal monitoring process moving forward. This included the monitoring of records kept. A business continuity plan was in place for emergencies or untoward events.

The management team were aware of their registration responsibilities including notifying CQC of significant incidents that occurred at the service.

Further information is in the detailed findings below.