Jeanette Phillips, CEO of Flexicare UK Ltd., is one of these leaders. With extensive experience in the healthcare industry, Jeanette Phillips 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 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 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 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.
