Flexi Direct Ltd

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

Medicines were safely administered. Staff followed infection control policies and procedures, including COVID-19 guidance to reduce the risk of the spread of infection. Systems were in place to ensure that accidents and incidents were recorded and acted upon.

People had their needs assessed prior to receiving personal care. Staff were inducted effectively in to the service and trained. Staff received regular supervision to develop their roles. Where needed people were supported with their meals and to maintain a balanced diet. Referrals were made to other health and social care professionals as and when required.

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.

People and their relatives were listened to and were able to make decisions about their care. Staff were kind, caring and respectful. Care was provided in a dignified and respectful way.

People received person-centred care. People were able to make choices about the way they wanted their care to be provided. A complaints policy and system was in place so that any complaints could be dealt with appropriately. People felt able to raise concerns with staff and management if needed.

The registered manager had a good understanding of the regulatory requirements of their role. People's feedback on the quality of care was sought. Relatives of people told us they felt the service was well managed, and communication was good. Systems were in place to monitor and check on all areas of the service.