Flexserve UK Limited

Where required, staff supported people to access specialist health and social care support in the community. Staff supported people to play an active role in maintaining their own health and wellbeing.

Staff supported people to make decisions following best practice in decision-making. 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.

Right Care: People received care and support from a consistent and knowledgeable staff team. However, recruitment practices were not always safe because recruitment checks did not always meet requirements.

The service had enough appropriately skilled staff to meet people's needs and keep them safe. Staff understood how to protect people from poor care and abuse. The service worked well with other agencies. Staff had training on how to recognise and report abuse.

Staff promoted equality and diversity in their support for people. They understood people's cultural needs and provided culturally appropriate care.

People received kind and compassionate care. Staff understood and responded to people's individual needs.

Right Culture: The service evaluated the quality of support provided to people, involving the person, their families and other professionals as appropriate. However, quality assurance systems were not always effective as they had not identified the issues we found.

People and those important to them were involved in planning their care. Staff valued and acted upon people's views.

Staff turnover was low, which supported people to receive consistent care from staff who knew them well.