Flow Care Services Limited

The registered manager did not always have sufficient oversight of the service through their system of checks and audits. These systems were not robust enough because they had not identified and resolved the concerns we found, such as those relating to recruitment and the MCA.

Staff understood and managed risks to people as the provider had assessed risks and put clear guidance in place for staff. There were enough staff to support people safely. Staff followed suitable infection control practices, including the safe use of personal protective equipment (PPE) to reduce the risk of COVID19 transmission, and received training on this. Although we did not find any evidence people had been harmed, records relating to medicines were not always in line with best practice.

Staff received a suitable induction with ongoing training and support on how to meet people's needs. People were supported to maintain their health and staff understood people's healthcare needs. People received food and drink of their choice.

People and their relatives liked the staff who supported them and developed good relationships with them. People received consistency of care from staff who knew them well. Some people were matched with staff from the same cultural, religious and linguistic background when requested. Staff treated people with dignity and respect. People were involved in their care and their care plan were based on their individual needs and preferences. The provider had systems to listen to and responded to any concerns or complaints.

A registered manager was in post who understood most of their role and responsibilities, although their

knowledge of recruitment and the MCA required some improvement. Staff understood their role and responsibilities. Staff felt well supported by the management team. People, visitors and staff told us the service was well-led and the provider engaged well with them.