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To all our service users and families

On behalf of our colleagues at Flexi, we would like to thank you for giving us an opportunity to serve you in 2016. We look forward to continuing to serve you in the New Year 2017, as your trusted care partners and we will continually strive to provide you with the quality service and tailored health care solutions that will help you and your loved ones achieve your living ambitions in the right way.
Wishing you and your loved ones a prosperous New Year!

Felix & Loreen
Flexi care agency

At Flexi we values both our Service users and their family members equally. We are proud to be a supporting partner to Coventry and Rugby CCG, Warwickshire North CCG and South Warwickshire CCG and the Independent Healthcare Sector, helping to deliver the highest standards of care to service users. We are also the chosen service provider for 2 of the best Care Home settings in the country in not in the world, The Royal Star and Garter, and The Royal British Legion Care Homes (Galanos House). It is rewarding working in partnership with the 2 leading care providers exclusively to ex-service people and their dependents. Tutor Care Training group, Discover 1553, Bespoke Training Services UK LTD (BTS), Hestraining Ltd and Health Link are our specially chosen Training Institutions to provide our staff with expert training and skills development that allows them to be the best healthcare professionals that the nature of the profession demands. Our Team Leaders and Management staff are Trained as trainers and equip our staff with In-House Training needs, Induction and Refresher workshops.


Working in an adaptive and flexible manner reassures our service users that we are the right people they can trust to help them meet their set day to day living goals. At Flexi we will provide you with the same high level of service and staffing solutions whether you are an individual in your own home setting or a large NHS Trust. From our staff selection to specialist training we provide both in house and external, we will equip our staff to be dedicated to ensuring that you receive the best care service you can’t match anywhere else. Our senior team member’s works close with your organisation in order to get regular feedback on our staff performance. The information provided by organisations and families plus service users helps us shape our training and supervision hence we keep on improving from time to time. Given our high standard of training and the quality of our staff, it’s fair to say our charges and costing is very reasonable. Because we are transparent with our services,
We can provide you with any required information provided it doesn’t breach our confidential Policies.
In accordance with our equal opportunity Policies, we monitor our recruitment procedure closely. These policies and the others are regularly updated by Citation Professional Solutions Ltd Health and Safety Executives. Citation develops and updates our Policy and procedure as well as representing Flexi as our Legal Partners. Crombies Chartered Accountants balances our books, audit our accounts and files the accounts at the end of each financial year.

Director's New Message 2017:

As we celebrate the successes of 2016, we are keen to build on them for 2017 and beyond. Just like you, I look forward with great anticipation to new care challenges in 2017 and to meeting and working with families, staff and service users old and new. That said, I do not want to make things out to be better than they are. The care giving environment is becoming more and more challenging, with persistent budget cuts and ever-increasing regulatory requirements. Within Flexi, we are not yet where we want to be. We therefore have no time to waste. We have been through tough times together before. If we keep caring and fighting for a Flexi we believe in, if we look out for each other and pull each other up and over and never quit, then we will come out on the other side stronger in 2017 than ever before.
Despite all our challenges, I personally have a different impression of our organisation than that may be painted by some observers. I can assure you that my Management colleagues and I will do everything we can to show you and the service users that we can look to the future with confidence.
Flexi, we have come so far , we have seen so much together. However there is still so much to do. 2017 is our year to make more progress and answer all questions.
Wishing you all a happy, healthy and successful 2017.

Yours Commander in Chief


As we have gone over halfway through 2015 with 2016 fast approaching, I would like to take this opportunity to congratulate us on yet another promising year of success, new staff, new clients and new targets. 2015 has so far been a successful year and we have seen ourselves grow from strength to strength, expanding our client base and stabilising Flexi in the wake of global economic crisis. A huge credit to our dedicated employees, managers, team leaders, senior staff, IT personnel and other in-depth experts who helped us achieve a strong position as leaders in care giving to our partners and local authorities. With our strong client focus, extensive knowledge and training in the care giving department, effective organisation and skilled, dedicated employees, we are leaders in our region. All our staff shares the down to earth, ethical and client centred approach that is formulated in the Flexi philosophy -EXCELLENCE THROUGH EXPERIENCE- Everything we do at Flexi has the aim of strengthening our long term goals of remaining as one of the leaders in the trade. Our Registered Manager Loreen strongly believes in the inherent capabilities of people, which is why everyone at Flexi is provided with opportunities for training and growth based on their capabilities. Our management team proves that it is not just good housekeeping at our workplaces, but our entire operations shall be well organised on every level and every place we visit or work at. Lastly thank you to all staff for your continued hard work during the year. Good luck wishes to those completing their NVQ training at all levels.
Thank you.

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Mission Statement & Vision :

mission statement

Our Mission Statement

To be the difference maker in improving the health, well-being and lives of those we care for.

Our Vision

To be the best known service provider offering flexible services meeting the needs of each service user no matter how complex they may be while working within local and national governance, guidance and regulations.

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Aims and Objectives::

Flexi aims to provide services which safeguard and promote the health, dignity, welfare and quality of lives of vulnerable service users we are assigned to assist in meeting day to day living needs.

We aim to offer our service users choices and maximise their potentials and maintain their independence.

Our Objectives are to provide services which:

  • ensures that all our staff have the competency and motivation to deliver the required standards of care ensuring that all members of the team have the right skills and training to carry out their duties and tasks competently
  • to provide our staff and service users with a safe, clean and friendly environment by having a zero tolerance of all forms of abuse
  • to work in partnership with our service users, their families and CCG key workers towards a positive experience and understanding, involving them in decision making about their treatment and care
  • to be a learning organisation that continually improves our service provision through training and research
  • to treat our service users as individuals with unique needs deserving the same respect we would want for ourselves and allowing choices without controlling and gaining consent where appropriate
  • to ensure effective and robust Information Governance systems
  • to encourage service users to consider lifestyle changes that would improve their general health and well-being
  • to work closely with Citation Health and Safety organisation in maintaining policies and procedures which are in keeping with current trends and practice.
  • to guide our staff in accordance with diversity and equality
  • to operate on a financially sound basis

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Services We Provide::

At Flexi Care at Home, we take the time to listen to your needs and provide a dedicated, personalised service available 24 hours a day, seven days a week. Flexi Care at Home staff are experienced and well trained with extensive nursing and caring backgrounds. We focus on you and provide continuous support both as family and personally. I am now inviting you to download the application form and apply to join us and be one of our success stories for tomorrow. 

As an approved service provider for Coventry and Rugby CCQ, we get contacted by key workers or case managers to go out and assess clients who may be living hospital or rehabilitation centres and requiring support at home while they fully recover or as end of life support. Once we have completed the assessment and identified that we have enough capacity of staff, we hire a reputable trainer from Bespoke, Tutor Care or Discover 1553 depending on which of the preferred 3 training institutes can provide us with person centred or needs tailored training and at an earliest date. This training is in most cases a refresher or addition to the regular training ongoing at Flexi. Recently we have been identified as one of the few chosen care agencies who can successfully care for service users with complex needs like Acquired Brain Injury (ABI), Duchenne Muscular Dystrophy Syndrome and Tracheostomy service users. We also receive calls from care homes with urgent needs for carers or nurses due to staff shortages, sicknesses or holiday covers needed. However below is a list of some of the services we provide together with the kind of service users its intended for:

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Care Planning:

care planning

*Maintaining up to date person centred care plans tailored for each individual service user. The service user is involved in the assessment period and in the set-up of the care plan with signatures to confirm understanding and agreement. Where the service user lacks consent capacity, the family or responsible adult in charge is involved and signs on behalf. The care plans are periodically reviewed and updated to reflect changes as identified

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Care Relief for families:

family support

*Providing support services to care while family or main carers takes a break or go shopping. Our staff are at times booked to keep service User Company while giving a much needed break to the main carer or family. During this period our staff help keep the service user stay active in body and mind by cards, board games or a walk in the park depending on the service user’s preference. Guided by the care plan set between the service user and the team leader, our staff can take the service user out to enjoy their favourite activities.

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Continence and pressure Relief:

*Support with continence care and maintaining pressure relief for service users who are at risk of same. The inability to control the bladder or bowels can be an embarrassing experience to any individual especially if not dealt with good approach and dignity. Through training our staff fully understands the sensitivity of this situation and knows how to approach the subject without causing distress to the service user. Wherever possible the service user is prompted and encouraged to use the toilet regularly to avoid incontinence. Bed bound service users are checked and changed on need led basis to avoid skin damage as well as changing positions to relieve pressure areas hence preventing pressure sores or skin damage. Our caregivers assists with regular changing of bedding and keeping the house clean and disease free.

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Health Promotion:


*Assisting with Personal hygiene needs for service users who may be unable to perform these tasks independently. Research shows that bathing is essential to an individual’s senses of well-being as it refreshes spirit, relaxes, cleans and stimulates circulation. Our staff offers full bath, showers or bed bath depending on the individual’s needs and preference. Oral hygiene is assisted with daily or after meals to prevent gum diseases, bad breath and tooth decay. Service user’s consent is always gained first before the task is completed.

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Health Environment:

*Being active and exercising are vital to a healthy lifestyle for everyone. Our care givers assists service users with getting out of bed, mobilising or with routine motion exercises as set out by Occupational Therapists. This has a huge positive benefit both physically and mentally. Other benefits are increased stamina, good heart condition, normal blood pressure, good digestion and improved sleep patterns. Mental alertness, less stress and good mood are other benefits.

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Diet and Fluids/ PEG Feed Management:


*Preparation of meals and fluids or setting PEG feeds as well as flushing with water for the service users on PEG feeds. To maintain a healthy body and well-being as well as being mentally fit, one needs to maintain a balanced diet through good nutrition. Our carers are trained in Nutrition and food hygiene and understands the need this are to our service users. The meals our care givers prepares, are well balanced to rebuild body tissues, prevent diseases and promote healing. The food temperatures are tested (food thermometer provided for each client) and recorded. Both our nurses and carers are fully trained to set up PEG feed, flush it with water and take it off. For our service users on PEG feed, we are fully trained to support them with this. Those at risk of chocking from fluids are supported with thickened fluids as prescribed by Speech and Language Therapists (SALT) teams.

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Medication Assistance :


*Prompting with or administration of medication as prescribed by the medical team. Our nurses are fully trained to administer already prescribed medication but the careering staff may only assist the service users who shares in the responsibility of taking their own medication. Details of medication will be recorded during assessment visit and who has the responsibility of managing this whether it family or us and how often this is reviewed. We always encourage or emphasise the importance of the use of blister packs with clear colour codes and instructions. We record clearly when medication is given and or if it was observed taken (Time, Route, quantity and signature(s).


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Record Keeping:

record keeping
*Keeping up to date records and liaising with other multi-disciplinary team members on need led basis or during review of service users. Each service user has a personal folder detailing all relevant information including care plans, risk assessments, contacts, likes and dislikes etc. This personal folder is kept up to date in real time and reflects the day to day life of the service user.

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Safe environment maintenance :

*Maintaining a safe environment free of abuse of any form or shape and reporting any suspected abuse to service users or other staff. Flexi provides 24 hour care packages for those service users who cannot be left on their own due to risks to themselves or others or has no other support network like families around. Once a domiciliary risk assessment has been completed and a care package agreed upon, the team leaders will arrange a meeting with the carers and agree on shift patterns. The most popular pattern is 3 X 8 hour shifts depending on the demands of the service user. At times shifts can be 2 X 12 hour shifts if the demands are less straining to the carers. However this is risk assessed to provide a safe working environment for our carers and our service users.

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CQC Requirements:

Flexi logo

CQC Requirement

People who use Flexi benefits from the knowledge that the Care Quality Commission is informed and updated of the services being provided.

  • This is because at Flexi we comply with the regulations.
  • We have a Statement of Purpose that is kept under review and a copy given to Care Quality Commission.
  • We notify the Care Quality Commission of any changes to our Statement of Purpose
  • Our Statement of Purpose is readily available to people who may or already uses our service.
In order to comply with the above Outcome, Flexi set out the Statement of Purpose below.
  • Our Company Aims and Objectives in carrying on the regulated activities
  • The nature of service we provide and the range of service users’ needs which those services are intended to meet
  • Our business operational name including address, the name plus qualifications of the Registered Manager, telephone numbers, website and email addresses
  • Our legal status as a service provider
  • The range of qualifications of our care staff
  • The comments, suggestions and complaints procedure

Flexi is a 24 hours a day 365 days a year, private Limited care agency based in Coventry. Founded 12 years ago we are achieving excellence of care through experience. Flexi provides nurses and care assistant staff for temporary placements to NHS Trusts, private hospitals, registered nursing/residential homes, learning disability homes (private/NHS), individual clients and other healthcare providers seeking agency nursing. We monitor our performance through the regularly monitored staff performance (excellent), telephone and email surveys (excellent), very positive service user satisfaction questionnaires and very positive random assessments. We are regulated and inspected by Care Quality Commission and Coventry and Rugby CCG, South and North Warwickshire CCG (as we are a preferred service provider of the later bodies). We achieve high standards of care by assessing our potential users of the service and arrange person centred training courses for our specially selected team of carers and team leaders prior to commencing the care package. We pride ourselves in being the only care agency to have succeeded where others have failed. This is attributed to our client specialised training so that we deliver client focused care with dignity and respect, which is valued by our service providers (CCG), clients and also admired by others. We are the only agency who allows a 2 weeks transition period working together with the outgoing agency to get to know our service user and integrate well with no charge to service providers yet paying our staff. It is our aim to comply with all Care Quality Commission ‘Essential Standards of Quality and Safety 2010 and aim to exceed at all times the National Minimum Standards that these require. To do so we signed the services of Citation Professional Solutions to constantly review, monitor and update all areas of our business

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Quality Statement: :

At Flexi we pride ourselves in prioritising our service users before costs hence we contracted Citation Professional Solutions to be responsible for all our Polices including Health and Safety Policies as well as providing Legal advise 24 Hours a day to our organisation and its staff.

The established quality policy at Flexi is to provide a highly efficient and friendly service to our service users of a highest quality and conforming to their requirements. Flexi has a total commitment to quality, which includes the continual review and refinement of our Office and Management systems to maximise quality of our service and minimise complaints and deficiencies. The total and ultimate responsibility for quality rests with the Director and management team, but all our staff have a role to play in achieving our quality objectives and are advised of their responsibility and involvement thereto. All complaints will be handled by the director and or the registered manager in line with clear complaints procedure at Flexi to the satisfaction of the complainant.

Flexi have adequate insurance which covers the following:

a) Professional Indemnity £10 million

b) Employers Liability £10 million

c) Public/Products Liability £2 million

Our insurance is provided by AXA Insurance UK plc (Bluefin Insurance Company Ltd). Further details can be provided on request.

 Full details of our company, registered manager and Location

Our Organisation details:

Company Registration: 8026729

Employment Law and Health & Safety Advice provided by Citation Professional Solutions.

Professional Liability & Indemnity Insurance covered by AXA Business Insurance.

Flexi Coventry Ltd
Desai House
9-13 Holbrooks Lane
Phone: 02476682968
            : 02477601247
Website: www.flexicoventry.co.uk
Email: info@flexicoventry.co.uk

NB: Due to the nature of our business being a 24 hour service we DO NOT have an answering machine but all the business landlines and mobile phones divert to the on call manager or team leader until it is answered. If not answered it will divert to the Registered Manager and if she does not answer then finally it diverts to the Managing Director.

The Registered Manager for Flexi Coventry Ltd is Mrs Loreen Marufu.

Loreen has 14 years Post Graduation Nursing experience having qualified with a BSc Hons degree in General Nursing in 2000 at Coventry University (MNC PIN 9714471E). Loreen has a very colourful CV since completing her nursing studies. She has worked as a charge nurse in Dudley, Sally Oak, Coventry & Warwickshire and many other departments. Her last role in the NHS was as a late call Community District Nurse covering a wide range of areas in Coventry. Loreen Holds a 998, A1 award and PTLLS as well as other various teaching qualifications. Loreen leads and guides a group of Team Leaders and supervisors who reports to her and provide weekly client reports for each client we have on our books.

Mr Felix Fortunate Marufu is the Managing Director for Flexicoventry Ltd. Felix is a practicing Registered Mental Health Nurse with 15 years Post Graduation experience having qualified with a BSc Hons degree in Mental Health nursing at Coventry University. Following graduation in year 2000, Felix went on to work for Coventry NHS (Caludon Centre Mental Health Unit) as a charge nurse before being promoted to case manager in the community covering the largest area of Coventry. In 2004 Felix left the NHS and joined the then Southern Cross Health care Limited. It was during this work experience when Felix became frustrated and unhappy due to failings within the organisation. He then decided to set up the agency and make a huge difference to how care can be best given and staff trained to be the best at satisfying the service users and their families. To this day Flexicoventry is spoken highly of by those who uses the service and those who nominates Flexicoventry as a preferred choice of service provider. Felix has NVQ level 5 Health and Social Care and is half way studying NVQ level 7 through Tutor Care. He also holds several teaching qualifications.

Range of qualifications of care staff and team leaders

All our new staff attends a 2 full day induction training and completes all mandatory and statutory training client centred training and other housekeeping training. There is a shadowing period with a senior staff or team leader while the competences are being assessed and completed for comp. From then on they are supported to gain NVQ level 2 and 3 as minimum within 6 months of joining. This is provided free of charge under Government initiative through T2 and other organisations. We have qualified nursed who holds a minimum of Diploma in Nursing studies and registered under NMC body. Some are General Nurses and others are Mental Health Nurses.

Below is a comprehensive list of training certificates held by our carers.

  • Moving and Handling – Theory & Practice
  • Health & Safety
  • Record keeping & Documentation
  • Equal Opportunities and Diversity
  • Safeguarding of Vulnerable Adults
  • Whistle Blowing
  • Infection Control
  • Effective Hand Wash and Hygiene
  • Food Hygiene & Nutrition
  • First Aid
  • Basic Life Support
  • Fire Safety
  • Medication management
  • Lone working Policy Awareness
  • Specialised Training Includes:
  • Person centred care & Dignity in Care
  • Comprehensive Duchenne Muscular Dystrophy Awareness
  • End of Life Care
  • Advanced Tracheostomy care
  • Dysphagia
  • Advanced Respiratory Care
  • Pressure Area Care & Management
  • Principles of Ventilation
  • Principles of Preventing Hospital Acquired Infections & Infection Control
  • Clinical & Physical Observations
  • Advanced Medication management
  • Advanced CPR
  • Risk Assessment
  • Recording & Documentation
  • End of life support and dealing with grieving families
  • Comments, Suggestions and complaints Procedure

At Flexi we aim to resolve all concerns and complaints swiftly and effectively. We deal with any issues or concerns you raise quickly, sympathetically and professionally, with the least disruption to the service we provide you with. Should you raise any concerns no matter how trivial or small it is, the registered manager Loreen arranges to visit you and or your family or representative and discuss these without compromising your care. Should the meeting fail to resolve the issue within a 3 day period, the managing director is informed without delay in writing together with statements or reports of your raised issues. The managing director will take over the investigation and try to resolve your issue(s) objectively.

If we receive it as a written complaint, we write back to you within a 3 day period to acknowledge receipt of your complaint informing you of the steps being taken to resolve the matter.

We endeavour to give you a progress report within a 7 working days period and a final report or feedback within another 7 days making it 17 days in total from receipt of your written complaint (depending on the complexity nature of the complaint)

Should you not be satisfied with the outcome, feel free to contact the CCG who commissions the care packages on:

Contracts & Performance Manager
NHS Arden and Greater East Midlands Commission Support Unit
Westgate House
Market Street
CV34 4DE
During any of these stages the complainant is free and welcome to contact the Care Quality Commission (CQC) the body which is responsible for registering and inspecting all health care services.

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