The healthcare industry is shaped by leaders Jeanette Phillips who possess not only the knowledge and skill to excel but also a profound compassion and empathy for those they serve. Such individuals set the bar for excellence, consistently putting people first and building connections that go beyond the business of healthcare.
Jeanette Phillips, CEO of Flexicare UK Ltd., is one of these leaders. With extensive experience in the healthcare industry, Jeanette has a proven record of driving growth, business development, and strategic innovation. Her journey began with an early dream of becoming a nurse—a goal sparked by a formative childhood experience as a client. Through a simple yet profound act of kindness from a nurse, Jeanette Phillips Phillips learned the power of empathy, authenticity, and the importance of listening to truly understand. This pivotal moment not only shaped her career aspirations but also laid the foundation for her approach to healthcare leadership. Today, she brings that same commitment to care, service, and client-centered values to her role, making a positive impact in the lives of both her team and those served by Flexicare.
Three-Decade Legacy in Social Care
Jeanette Phillips explains that Flexicare UK, founded in 1997, was launched to revolutionize social care by introducing a comprehensive bio-psychosocial approach to client care. At a time when the traditional “Time and Task” social care model prevailed, Flexicare’s founding mission emphasized integrated, client-centered support within the home. This forward-thinking vision, which now aligns with the Labour government’s shift towards “mission-led” public sector organizations, remains the guiding force behind Flexicare’s company culture and operational ethos.
Flexicare’s commitment to innovation has earned it the esteemed “Innovation in Care” Award 2024 from the Gloucestershire Care Providers Association (GCPA), sponsored by “One Gloucestershire.” This award highlights the company’s enduring dedication to pushing the boundaries of care provision over nearly three decades. Through its personalized approach, Flexicare has empowered thousands of clients to achieve fulfilling lives, offering customized care packages that prioritize joy, safety, and even opportunities for travel.
With 200 employees operating across three main hubs and additional “hub lets” in surrounding villages, Flexicare has championed digital transformation in social care since 2012. The company was an early adopter of the Care Certificate and remains committed to creating rewarding career pathways within the industry.
A recent milestone came in July 2023, when Flexicare UK was selected as a pilot site for “Delegated Health Tasks” in social care in partnership with the Department of Health and Social Care (DHSC) and Skills for Care. The company’s sister research entity, the Centre for Practical Innovation in Care (CPIC), has been instrumental in researching and implementing these system-level changes. This pioneering work led to Flexicare’s recognition by the Prix Galien Community, often likened to the Nobel Prize, in the Digital Health category in April 2024. Today, Flexicare continues to break new ground, conducting clinical trials on “Real Time” CRP testing in collaboration with Eclateral, the Southwest Innovation Unit, and Bristol University.
Flexicare UK’s journey reflects a steadfast commitment to innovation, a personalized approach to care, and a dedication to aligning with progressive government policies—all in pursuit of transforming the future of social care in the UK.
Winning Hearts and Minds
As CEO of Flexicare UK, Jeanette Phillips has faced numerous challenges in leading the company through a digital transformation and redefining social care. One of the primary challenges has been envisioning and articulating a forward-thinking model in a field where traditional systems are deeply rooted. Jeanette points out that describing a future still under construction requires navigating complex layers of buy-in from family business owners and colleagues. She has learned that change can only progress as quickly as people’s “hearts and minds” can align with the vision, making gradual and genuine engagement essential for lasting transformation.
Another ongoing challenge has been shifting mindsets within social care to balance risk with clients’ autonomy. Jeanette Phillips emphasizes that enabling clients to lead fulfilling, safe lives requires educating both her team and stakeholders on the importance of responsible risk-taking. Explaining the evolving, research-driven nature of Flexicare’s approach has been critical here, ensuring the team understands that continuous research underpins each change.
Jeanette Phillips has navigated these hurdles by focusing on Research and Development (R&D), grounding each decision in evidence-based practices while inspiring confidence and buy-in. Flexicare’s recent win of the “Innovation in Social Care Award,” sponsored by One Gloucestershire, underscores the difficulty—and the value—of pioneering change in a longstanding industry. Flexicare’s R&D-driven strategy has taken Jeanette Phillips across the globe, studying healthcare systems that excel in areas Flexicare seeks to improve and integrating those insights into the company’s evolving model. This international perspective has allowed Flexicare to stay ahead, offering a glimpse of the future of social care in the UK, while nurturing a culture open to change and innovation.
Commitment to Evolving Social Care Services
Jeanette’s commitment to pioneering social care innovations has been strengthened by her postgraduate education at Birmingham University in 2011, where she attended the first course of its kind in Public Sector Commissioning. This experience laid a strong foundation for her work, particularly in re-engineering social care to meet the needs of the 21st century. Since then, she has volunteered in the public sector, bringing her insights and skills to help modernize social care.
To ensure Flexicare remains at the forefront, Jeanette Phillips emphasizes the importance of continuous research and the practice of “learning from experience”—a core value of Flexicare since 1997. This approach allows Flexicare to evolve based on lessons from past initiatives, constantly refining their model and services.
Jeanette Phillips strategy includes closely collaborating with public sector stakeholders like the Department of Health and Social Care (DHSC) and Skills for Care. By aligning with these organizations, Flexicare ensures that their innovations are synchronized with broader industry trends and regulatory shifts. Jeanette also underlines Flexicare’s core values, “Respect” and “Understand,” as central to their relationships, fostering trust and cooperation with partners and stakeholders across the public sector. This alignment has enabled Flexicare to navigate complex challenges while holding true to their founding mission and adapting to a constantly changing landscape.
Inside Flexicare’s Unique Approach
From Flexicare UK’s beginnings, client-centered care has been at the heart of its mission, which Jeanette Phillips notes was a pioneering approach in 1997. At a time when the care industry focused on standardized, task-oriented services, Flexicare’s commitment to personalized, compassionate care stood out. This dedication to putting clients first led to a unique company culture grounded in compassion and understanding, with team members continuously learning to better meet client needs.
As Flexicare grew, this client – centered ethos became a foundational part of its operational model, allowing the company to transition seamlessly into the digital age by incorporating clients’ preferences into personalized, digitalized Care and Support Plans. The company’s culture, driven by its founding mission that “A Good Team is more than the Sum of its Individual Parts,” fosters collaboration and respect, empowering team members to deliver holistic, person-centered care.
This team approach has not only been a cornerstone of Flexicare’s resilience over the years but also sets a model for mission-led care within the broader public sector. Flexicare’s vision includes promoting this compassionate, team-oriented, mission-based care model as a standard within the industry, helping to ensure that clients remain central to all care efforts. By maintaining a positive, proactive approach to all business activities, Flexicare continues to create a win-win dynamic for its team and clients alike, driving its mission forward and shaping the future of social care.
Health Creation and Empowerment
Over the past 28 years, Flexicare UK has learned that change is an ever-evolving process, especially within social care. Jeanette Phillips underlines that leading a team involves more than guiding—it’s about empowering and nurturing the next generation of leaders to carry forward Flexicare’s deeply embedded values of compassion, innovation, and dedication to client-centered care. In her role, Jeanette focuses on fostering a culture where ideas can flourish, turning creative solutions into practical actions. This dynamic approach to “Connecting Thinking to Doing” was highlighted in Flexicare’s “Outstanding” rating from the CQC in December 2022, where the inspection report praised the team’s ingenuity and adaptability.
Flexicare’s adaptability also extends to addressing contemporary challenges in the care sector, including the increasing needs of an aging population, the rise of complex health conditions, and the added strain on health systems like the NHS. Flexicare has responded by creating “Hub quarters” that serve as Beta Testing Areas, allowing for the trial and refinement of innovative practices and sustainable care models. These hubs have garnered recognition, featuring on the Government’s Net Zero website for their role in sustainable practice and gaining attention both nationally and internationally.
Flexicare is also closely aligned with the government’s Health Creation movement, supporting initiatives that empower citizens to take an active role in managing their own health. By providing resources and support, Flexicare helps clients to engage in their well-being, fostering healthier communities. Additionally, Flexicare has created digital Quality Statements of Best Practice accessible through the Access App, empowering its team to consistently deliver exceptional care.
Flexicare’s culture of innovation is introduced from the very beginning of a team member’s journey, with the onboarding process communicating the company’s mission and aspirations. The company’s rapid growth is matched by strengthening its Hub quarters team to meet the increasing demand for care, creating a supportive, collaborative environment where ideas become impactful solutions. Flexicare’s dedication to nurturing both people and ideas ensures that it not only meets today’s needs but is also prepared to shape the future of care in a constantly changing world.
Moving Care Closer to Home
Jeanette Phillips has recognized key trends reshaping the healthcare industry, prompting Flexicare UK to adapt its strategy to remain at the forefront of social care innovation. Flexicare UK’s ongoing transformation aligns with fast-paced changes in the sector, with new ideas and generational perspectives helping to reimagine social care. This forward-thinking approach was celebrated in October 2024 when Flexicare received the “Innovation in Social Care Award,” a testament to the team’s commitment to creating a sustainable, future-fit care model.
One of the most significant trends Jeanette Phillips has identified is a growing focus on moving care closer to home. Research by The King’s Fund in February 2024, titled “Making Care Closer to Home a Reality,” highlights a strategic shift away from a hospital – centered model toward a robust primary and community health system. Rather than closing hospitals, this shift aims to refocus care delivery in a way that each sector can offer what it does best, benefiting both clients and healthcare providers. Flexicare is working closely with “One Gloucestershire” to support this shift, helping keep citizens safe in their own homes through tailored, strength-based Care and Support Plans that empower clients to take an active role in their health and well-being.
Flexicare’s approach to community – centered care also reflects its alignment with the principles of the Care Act 2014, which emphasizes involving individuals in their care decisions. By integrating achievable personal goals and well-being practices into each client’s plan, Flexicare is not only enhancing client independence but also potentially reducing the need for extensive long-term support.
In adapting to these industry trends, Flexicare UK remains committed to its collaborative work with public sector partners and remains a leader in innovative, community-focused care. By building on the strengths of each care domain and providing flexible, personalized care at home, Flexicare is positioning itself to continue delivering high-quality care while responding proactively to the evolving needs of the healthcare landscape.
A Framework for Empathetic Service
As an industry leader, Jeanette champions the values of compassion, understanding, and deep, empathetic listening—qualities she sees as foundational for any care organization. At Flexicare UK, these principles are embodied in the “Ten Commandments of Outstanding Care and Support,” a guiding framework introduced during onboarding that emphasizes the importance of listening to understand, rather than merely hearing. This approach ensures that each team member appreciates the power of truly engaging with clients’ needs and emotions.
Jeanette Phillips believes that nurturing and kindness should be woven into the very fabric of a care organization’s culture, fostering an inclusive, respectful environment that aligns with the organization’s mission. By prioritizing these values, Flexicare not only builds trust and loyalty with clients but also strengthens the internal team dynamic. This emphasis on inclusivity and respect underpins every action at Flexicare, where promoting core values isn’t simply about words; it’s about consistently embodying them in daily practice. Continuity and consistency are vital to maintaining this value-driven culture, ensuring that both employees and clients experience the same level of care, empathy, and respect at every interaction.
Heart-Centered Leadership
Jeanette Phillips advice to aspiring leaders centers on authenticity, resilience, and a commitment to heart-centered care. She emphasizes the importance of staying true to personal values and setting a clear vision for both short- and long-term goals. Recognizing that challenges are inevitable, Jeanette encourages leaders to remain adaptable, understanding that setbacks are part of the journey and that a good night’s rest often brings new clarity to problems.
One of her core principles is to respect each individual’s unique journey, understanding that every person faces their own struggles. In a healthcare setting, she stresses that illness and pain are deeply personal, and meeting clients with empathy validates their experience. Practicing active listening—“listening to understand”—is fundamental, as both clients and colleagues value being genuinely heard.
Jeanette Phillips advocates for setting achievable daily goals while allowing for flexibility and not letting uncompleted tasks weigh heavily. She suggests visualizing a “ring of bright white light” as a personal shield against the stresses of life, an approach that has personally helped her stay grounded. Her guidance to leaders also includes being kind and gentle with oneself, as deadlines and pressures can easily impact one’s physical and emotional health. Kindness, she believes, achieves more than force, and by embodying this principle, leaders can shape a compassionate, supportive culture that strengthens both their teams and themselves.
Path to Future-Ready Health Solutions
Jeanette Phillips aspirations for Flexicare UK reflect her commitment to transformative care and health innovation. Her vision is to expand the Hub and Hublet model across the UK, creating accessible spaces where health and social care professionals collaborate seamlessly to prioritize “health creation” at the core of care delivery. This model emphasizes community-centered, integrated health support, where preventive care and health education play a significant role in enhancing overall well-being.
Looking forward, Jeanette envisions a future where Flexicare UK is at the forefront of embracing AI and robotics within social care. This approach aims to support both clients and healthcare professionals, fostering efficiency without compromising compassion. Flexicare’s facilities will continue to serve as a testing ground for new healthcare innovations and collaborative projects, facilitating the development of advanced, person-centered care models. For instance, their participation as a pilot site for the DHSC and Skills for Care’s “Delegated Healthcare Tasks” underscores Flexicare’s dedication to evolving care standards, now formally incorporating these tasks to bolster integrated support across health and social care.
