# Flexserve UK Limited

Flexserve UK Limited is a CQC-regulated home-care agency in Barnet.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 31/01/2023

## Practical info

- Postcode: EN4 9EB
- Registered manager: Brown, Yvonne
- Local authority: Enfield
- Region: London
- City: Barnet
- Last CQC check: 31/Jan/2023 - 00:00

## Inspection findings

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-03-01
- Finding
  - Supporting people to live healthier lives, access healthcare services and support
  - Published: 2023-03-01
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-03-01
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-03-01
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-03-01

### Other

- Finding
  - Evidence: The service sought regular feedback from people and relatives through satisfaction questionnaires.
  - Published: 2023-03-01
- Finding
  - Evidence: Staff wore appropriate personal protective equipment and infection control policies were in place.
  - Published: 2023-03-01
- Finding
  - Evidence: People and their relatives were overall satisfied with the care received, praising staff as kind and caring.
  - Published: 2023-03-01
- Finding
  - Evidence: Staff complied with the principles of the Mental Capacity Act and worked in people's best interests.
  - Published: 2023-03-01
- Finding
  - Evidence: The service worked in collaboration with other healthcare professionals and made appropriate referrals in a timely manner.
  - Published: 2023-03-01
- Finding
  - Evidence: Low staff turnover supported people to receive consistent care from staff who knew them well.
  - Published: 2023-03-01
- Finding
  - Evidence: Staff were supported through regular supervisions and appraisals.
  - Published: 2023-03-01
- Finding
  - Evidence: Staff received regular training including safeguarding, infection control, moving and assisting, first-aid, and specialist topics such as catheter care and autism awareness.
  - Published: 2023-03-01
- Finding
  - Evidence: Staff demonstrated a thorough understanding of safeguarding and whistleblowing.
  - Published: 2023-03-01
- **medication_management** _(moderate)_
  - Evidence: For 1 person who was prescribed an anticoagulant... a risk assessment was not in place to ensure the safe management of this medicine.
  - Published: 2023-03-01
- **care_planning** _(moderate)_
  - Evidence: for 3 people who had diabetes, 1 person had a comprehensive diabetes management plan... while the other 2 people did not.
  - Published: 2023-03-01
- **governance** _(critical)_
  - Evidence: Existing audits had not identified the shortfalls we found at this inspection regarding the safe management of people's risks, managing people's medicines and staff recruitment.
  - Published: 2023-03-01
- **record_keeping** _(critical)_
  - Evidence: We found unexplained gaps in the employment histories for 4 out of 5 staff.
  - Published: 2023-03-01
- **staffing_levels** _(critical)_
  - Evidence: recruitment checks did not always meet requirements... a staff member who started work in 2022 had a DBS certificate which was issued in 2018.
  - Published: 2023-03-01

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2023-03-01
- Finding
  - Preventing and controlling infection
  - Published: 2023-03-01
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-03-01
- Finding
  - Using medicines safely
  - Published: 2023-03-01
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-03-01
- Finding
  - Staffing and recruitment
  - Published: 2023-03-01

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-03-01
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-03-01
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-03-01

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-4313170630

HomeCare Compass is an independent guide and is not affiliated with the CQC.