Jeanette Phillips: Transforming Healthcare into an Act of
Humanity
There’s a certain sanctity in
life, a precious, fleeting thread that connects us all, woven through moments
of love, joy, and sometimes, pain. In the great act of healthcare, where the
hands of one person touch the life of another, there is a rare opportunity: to
preserve this gift, to offer not just treatment, but the kindness that makes
the heart heal as much as the body. Compassion is not a luxury; it is the
heartbeat of care, and it transforms every interaction into a sacred act of
human connection.
In this vast and sacred
undertaking of care, Jeanette Phillips stands as a devoted embodimentof these ideals. As
the driving force behind Flexicare UK Ltd, she has built not just a
company, but a compassionate haven for those in need of care.
Jeanette Phillips, CEO at
Flexicare UK Ltd, has dedicated her life to improving the lives of others
through healthcare. Her journey into the sector began with a childhood dream of
becoming a State Registered Nurse—an aspiration that quickly became a reality.
By the age of 21, she had completed five years of rigorous training in
Orthopaedics and General Nursing, becoming a fully qualified Registered General
Nurse (RGN).
Following her qualification,
Jeanette spent four years working within the NHS, gaining invaluable frontline
experience. At the age of 35, driven by a deep-rooted passion for elderly care,
she chose to specialise further, completing the ENB 941 course in the Care of
the Elderly.
Her current role as CEO of
Flexicare UK is a natural extension of this lifelong commitment to compassionate
care. In fact, Jeanette founded the company herself in 1997, building it from
the ground up with a vision to deliver personalised, high-quality care services
to those in need.
Milestones That Mattered
Jeanette reflects on a career
filled with defining moments that span decades of dedication to healthcare. One
of her earliest came over 45 years ago, working in the operating theatre and
assisting with world-leading middle ear surgery. As CEO of Flexicare, a
particularly personal highlight has been witnessing her daughters, Anna and
Jenna, flourish alongside the next generation of the team. Together, they’ve
helped evolve Flexicare into a thriving digital company with a dynamic
executive management team.
Another pivotal moment occurred
ten years into Flexicare’s journey, when the company successfully secured its
Brand Trademark for Copyright and Intellectual Property rights—a significant
step in protecting the identity and innovation at the heart of the
organization.
Fourteen years ago, Jeanette’s
acceptance into Birmingham University’s first-ever Public Sector Masters
Programme was another transformative experience. Completing a Postgraduate
Certificate expanded her academic foundation and strategic vision. More recent
highlights include seeing clients thrive at home with comprehensive care and
wellbeing support, winning the “Innovation in Social Care” Award (sponsored by
One Gloucestershire) in October 2024, and receiving a nomination for the
prestigious Prix Galien Award in May 2024.
Jeanette also credits her
two-year engagement with the Leaders Council of Great Britain as a profound
learning experience. Above all, achieving an “Outstanding” rating from the CQC
across all Flexicare hubs and hublets stands out as a defining endorsement of
the company’s excellence in care delivery.
Tailored With Care
At Flexicare, personalization
begins well before care is delivered. Each client is visited in their own home,
where a pre-visit questionnaire—often completed by family members—helps build a
deep understanding of their expectations and requirements. This initial step
ensures that Flexicare’s care plans are aligned with each client’s unique
needs, supporting the company’s ongoing commitment to its core values: Safe,
Effective, Responsive, Caring, and Well-Led services.
Consistency
Crafted Through Care
Jeanette attributes Flexicare’s
“Outstanding” CQC rating to its unwavering dedication to safety, quality, and
consistency. Built primarily through word of mouth and positive client
outcomes, Flexicare’s success is powered by a team of diligent, compassionate
professionals who consistently deliver exceptional care.
Equally important is the organization’s collaborative spirit—working closely with public sector stakeholders and embracing a shared vision for innovation and excellence. Jeanette notes that the CQC also recognized the academic and action-based research driven by Flexicare’s sister company, the Centre for Practical Innovation in Care (CPIC). The company's unique approach—described as “Connecting Thinking to Doing”—has helped trailblaze best practices in social care, ensuring the founding standards and core culture remain intact even as the organization grows.
Diversity That Delivers
Jeanette emphasizes that at the core of Flexicare’s recruitment and training philosophy lies the “universal language of kindness and understanding.” A dedicated Compassionate HR Department, which also houses the Quality Department, oversees the recruitment process to ensure that every individual aligns with the company’s long-standing values and mission.
With over 200 Personal Assistants from diverse backgrounds, the team brings a rich tapestry of perspectives, experiences, and passion to the organization. This diversity fuels a culture of continuous learning and mutual respect. Flexicare also employs registered nurses, student doctors, and occupational therapists to further elevate clinical expertise.
The company actively contributes to healthcare innovation, including its involvement with the Gloucestershire Integrated Care Board (ICB) on the Delegated Health Tasks Project. Previously, Flexicare served as a pilot site for related research led by the Department of Health and Social Care (DHSC) and Skills for Care—demonstrating its commitment to both excellence and progression in care delivery.
Guiding
the Final Path with Compassion
Understanding the emotional
demands of palliative care, Flexicare UK has developed a dedicated Palliative
Care Team led by a highly experienced and respected nurse. This specialized
team is trained to the highest standards and operates within the core values
and culture of the company, ensuring that end-of-life care is handled with
compassion, dignity, and respect.
In recognition of this
commitment, Flexicare was honored with the Southwest of England “Putting People
First” award in 2016. The Palliative Care Team is prepared to deploy support
swiftly and efficiently wherever needed, reinforcing Flexicare’s mission to
provide outstanding, person-centered palliative services during life’s most
delicate moments.
The Digital Touch Behind
Compassion
Jeanette highlights Flexicare’s
early adoption of digital technology as a key factor in its client-centered
model. Since going digital in 2012, the company has collaborated with its tech
partners to ensure that all client data is updated in real time and accessible
to families, providing vital peace of mind.
Flexicare currently utilizes
platforms from The Access Group to securely manage operational policies, care
plans, and well-being documentation. This ensures that both staff and family
members can access critical information whenever needed. With a strong focus on
safety, quality, and personalization, technology at Flexicare is not just an
operational tool—it’s an extension of their compassionate service ethos.
Weaving
Trust into Every Touchpoint
Jeanette underscores the
importance of ongoing communication in building trust and responsiveness within
Flexicare's care model. The organization stays deeply connected to its clients
and their loved ones through a range of personal touchpoints: home visits,
regular phone calls, team meetings, questionnaires, and seasonal social
functions—particularly during summer and Christmas.
Clients' families are promptly
updated regarding any changes in care, support, or well-being plans.
Furthermore, Jeanette and her team maintain strong relationships with
healthcare professionals through joint visits and collaborative efforts,
ensuring integrated, holistic care. Flexicare’s participation in social
campaigns like the Loneliness Campaign also allows for greater community
engagement and connection across its Hubs and Hublets.
Strategies for Sustainable Growth
in Healthcare
Despite operating in a highly
competitive healthcare industry, Jeanette has led Flexicare’s growth while
maintaining a steadfast commitment to quality and integrity. Several strategies
have contributed to this success:
The
Power of Personalized Care at Home
Live-in care is one of
Flexicare’s most impactful offerings, and for Jeanette, it is also deeply
personal—her own parents were recipients of this service. The success of
live-in care lies in the mutual understanding established between the client
and Flexicare Team. It is a fully encompassing service that offers peace of
mind to both the client and the live-in caregiver.
Jeanette observed firsthand how
consistent, high-quality care can allow individuals with complex needs to
remain in the comfort of their own homes while maintaining dignity and
independence. This experience has only strengthened her belief in the power of personalized,
in-home care as a pillar of Flexicare’s mission.
A
Legacy of Leadership and Innovation
Jeanette Phillips, CEO of
Flexicare UK Ltd, brings a unique blend of strategic foresight and hands-on
leadership to the organization. Her ability to balance long-term vision with
day-to-day operational needs is strengthened by the presence of a robust
leadership team, including her daughters Anna and Jenna, who head up the
Registered Managers, HR, Quality, Care Coordination, and Digital Marketing
departments.
Jeanette’s role centers on
steering the company with clear strategic direction while staying deeply
attuned to the evolving landscape of social care. Her ongoing involvement with
the CPIC Research Team and the Leaders Council of Great Britain ensures that
Flexicare remains aligned with UK government goals for the sector. She
consistently attends AI and social care conferences to keep Flexicare at the
forefront of innovation and sectoral change.
A
Sanctuary for Caregivers
Recognizing the emotional demands
placed on care professionals, Jeanette has embedded robust support mechanisms
into the Flexicare culture. The company offers a comprehensive Employee
Assistance Scheme, alongside mentoring, coaching, and access to an employee
loan programme for those experiencing financial difficulty. Flexibility is a
cornerstone of their approach—caregivers are empowered to choose working hours
that suit their personal commitments.
This flexible model was supported
by a 2014 study conducted by the University of Bath, which showed that personal
assistants who had greater autonomy over their schedules experienced higher
levels of well-being and were less prone to burnout. Flexicare also operates an
open-door policy, with executive leaders always available to listen and support
staff—a principle rooted in one of the company’s own “Ten Commandments.”
Spreading
Warmth and Spirit Through Seasonal Celebrations
Community spirit is a defining
element of the Flexicare brand. Jeanette emphasizes the joy and connection
these events bring to both clients and staff. Over the years, Flexicare has
organized holidays for clients, hosted inclusive celebrations, and maintained a
consistent effort to make everyone feel part of a wider community.
The company’s dedicated minibus
allows clients to attend various activities across its Hubs and Hublets. At
Christmas, Flexicare teams organize small parties and visit client homes to
share the festive spirit—fostering belonging and warmth for those who may
otherwise feel isolated. These seasonal events are more than just
gatherings—they are a reflection of Flexicare’s commitment to dignity,
inclusion, and joy in care.
Care Rooted in Dignity and
Respect
For Jeanette Phillips, delivering
care with dignity and respect is not just a professional obligation—it’s a
deeply personal philosophy. At the heart of her approach lies the simple yet
powerful act of listening to understand. Jeanette believes that giving
clients the time and space to express their thoughts and preferences is
fundamental to delivering truly dignified support. Respect, in her view, means
approaching every individual with a non-judgmental attitude and tailoring
support to how each client— or their families in cases where capacity is
diminished—wants it to be delivered.
This philosophy is embedded into
every layer of Flexicare’s culture. The organization’s guiding principles,
known affectionately as the Flexicare Rules, encapsulate its core
values: Respect, Understand, Laugh, Enjoy, and Smile. These principles
are more than words—they are lived daily by staff and leadership alike, forming
the foundation of a compassionate, inclusive, and joyful care environment.
Healing
from the Inside Out
Looking ahead, Jeanette is
steering Flexicare toward a visionary and holistic future. Central to this
evolution is the newly launched Healing Hut concept, an initiative that
expands Flexicare’s reach into integrated bio-psychosocial wellbeing. Through
the Healing Hut, clients will have access to services such as psychotherapy,
reiki, medical aesthetics, and “walk-and-talk” mental health sessions, supporting
emotional healing and connection from the outside in.
Jeanette’s broader vision is
bold: to co-create a “New Look” social care system that blends the efforts of
professionals and volunteers within a vibrant network of community Hubs and
Hublets. This model aims not only to meet the changing needs of clients but
also to serve as a blueprint for nationwide transformation—offering meaningful employment,
combating loneliness, and injecting stimulus into the UK’s stagnant economy.
Through this approach, Jeanette hopes to catalyze lasting change in the social
care landscape, grounded in compassion, community, and innovation.
Global
Footprint in Healing and Hope
Flexicare UK is set to serve as a
test bed for an innovative collaboration with Eclateral, supporting the beta
testing of real-time CRP (C-reactive protein) testing within community
settings. This groundbreaking initiative aims to enhance early diagnosis and
community-based care.
In the summer of 2025, the
company will further strengthen its “Think Tank” by partnering with industry
specialists at SAMEO. This strategic alliance is part of Flexicare UK's broader
commitment to innovation, thought leadership, and the development of practical
solutions in healthcare.
Driven by a vision to contribute
meaningfully to the “Greater Good,” Flexicare UK continues to champion
collaboration and shared purpose, aspiring to help rebuild a more equitable and
compassionate world.
The company also remains deeply
dedicated to its social impact efforts, proudly supporting Rory’s Well
as its chosen charity. This ongoing partnership helps deliver access to clean
water, training, and education in Sierra Leone, transforming lives and
empowering communities.
Additionally, Flexicare UK has
co-founded The Healing Hut, a unique initiative promoting
bio-psycho-social care as a progressive model for integrated wellbeing. The
Healing Hut represents the company’s core philosophy—bridging ideas with action
and connecting thinking to doing.
