Connect 2 Flexicare Head Office

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. However, we have made a recommendation about records relating to decisions made in people's best interests.

We had some concerns about the provider's compliance in reporting certain events to us. However, we fully explored this and found the provider demonstrated an understanding of what and when needed to be reported to us. However, we have made a recommendation about records relating to decisions about safeguarding concerns.

People and their relatives were treated with dignity and respect. Staff were described as kind and caring. Comments from relatives included, "Their kindness and affection extends to us as a whole family, they are just so personal" and "The main group of carers we have are really good and caring, they have [name of person] best interests at heart."

People were supported by staff who were recruited safely and had training to meet their needs. Relatives told us they and the person being supported felt safe with the staff. One relative told us, "They have really respected our need for a core team of the same staff. It is so important that [name of person] has consistent care because it could affect her life and prognosis and they've done that and kept it up for 2 years. They're excellent. No, I can't think of anything I'm unhappy with."

The service worked well with other social and healthcare professionals and promoted individual rights of people. One relative told us, "The management of the service do listen and the react immediately." Another relative told us, "I honestly can't praise them enough. Sometimes there'll be an emergency and they deal with it brilliantly and are so flexible. If we have meetings, they are always done in a personal way and they

always listen to us."