Phoenix Care

Date of Assessment: 1 April 2025 to 7 May 2025. 2 inspectors carried out a site visit to the agency’s office on 9 April 2025. We gave the provider 36 hours’ notice of our visit to ensure they were available to assist with our assessment. This assessment was prompted by some concerns we had received relating to alleged missed or late calls, care planning and the management and administration of people’s medicines. The provider had a good learning culture where people felt confident in raising concerns. People were protected and kept safe from harm or abuse. There were enough staff with the right skills, qualifications and experience. However, the provider’s procedures for staff recruitment were not always robust. Managers made sure staff received training and regular appraisals to carry out their role effectively. Staff managed medicines well and involved people in planning any changes. People were involved in planning and reviewing the support they needed. Staff worked with other agencies involved in people’s care for the best outcomes and smooth transitions when moving between services. Leaders and staff had a shared vision and culture based on listening, learning and trust. Staff understood their roles and responsibilities. Some improvements were needed to ensure audits and checks were effective in identifying shortfalls and driving improvements.