Background to this inspection
Updated
29 June 2022
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.
Inspection team
The inspection was completed by one inspector and an Expert by Experience.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 16 May 2022 and ended on 26 May 2022. We visited the office location on 17 May 2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all of this information to plan our inspection.
During the inspection
We spoke with three people who used the service, three relatives, the registered manager, a senior leader and seven staff. We reviewed a range of records. This included seven people’s care and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed. We received feedback from an occupational therapist and a GP.
Updated
29 June 2022
About the service
Retain Healthcare Limited - Salisbury is a domiciliary care agency providing personal care to people in their own home. At the time of our inspection there were 23 people using the service.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People felt safe receiving care from staff. The provider had taken action to keep people safe and manage the risks they faced.
Following the last inspection, the provider had introduced a new system for recording incidents. This had resulted in improved management oversight of incidents and ensured action was taken to reduce the risk of similar incidents happening again.
Staff had a good understanding of the support people needed. Staff supported people to do as much for themselves as possible and maintain their independence. People’s needs were set out in clear care plans, which had been reviewed regularly.
People were supported to take medicines safely and staff sought advice from health and social care services when necessary.
The provider had made changes in response to the COVID-19 pandemic and there were good infection prevention and control measures in place. People told us staff always wore the correct personal protective equipment (PPE) when providing care for them.
Staff received regular training and support. People and visiting professionals felt staff had the skills and knowledge to meet their needs. People were supported to access the health services they needed.
People’s rights to make their own decisions were respected and people were in control of their support.
People said staff were caring and provided support in ways that maintained their privacy and dignity.
People had been supported to develop clear care plans, which set out how their individual needs should be met. The plans were specific to people and contained detailed information for staff. People knew how to make a complaint and were confident any issues they raised would be responded to.
The provider had established good systems to monitor the quality of service provided and make improvements where needed. The registered manager worked with people, staff and other professionals to ensure people achieved good outcomes.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 6 June 2019 and this is the first comprehensive inspection. A focused inspection was carried out on 10 November 2021, but did not provide an overall rating for the service.
Why we inspected
This inspection was planned to provide an overall rating for the service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.