24 June 2019
During a routine inspection
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