Retain Healthcare Ltd, Chippenham

Incidents and accidents had not always been recorded on the providers incident system which meant action taken in response was not recorded. Whilst the provider could demonstrate staff had reflected on incidents and identified improvements, this did not evidence the providers response and action taken. We have made a recommendation about reviewing incident recording.

People had their medicines as prescribed; however, for one person staff had not carried out a safety check with the prescriber. The provider took action during the inspection to carry out this check and make sure staff were administering medicines safely. Staff had been provided with training on medicines management and had their competence to administer medicines checked by senior staff.

People and their relatives told us the service was safe. Staff had been trained on safeguarding and understood how to report any concern they had. Staff were assured the provider would take appropriate action in response to any concern raised.

People had received their visits and told us the staff were reliable. Whilst the provider was actively recruiting more staff there were enough staff available to meet people's needs. All staff had been recruited safely.

Staff were being tested regularly for COVID-19. They had plenty of personal protective equipment and received regular updates on how to work safely during COVID-19. The provider had identified COVID-19 champions who made sure up to date government guidance was being followed by all staff.

People, relatives and staff told us the service was well-led. There was a registered manager in post and a senior team who provided additional management cover. People and relatives were able to share feedback and make suggestions for improvements. Staff had regular staff meetings and felt able to share any views or concerns. People and relatives were happy with the care they received and felt staff were trained and professional.

Quality monitoring systems were in place and identified areas for improvement. There had been a recent

serious incident which had been investigated. The provider had reviewed their systems and processes to make improvement to how they carried out some quality and safety checks. People told us some improvement was needed to communication, so they knew when changes were made to their regular staff. The provider had identified improvements they could make to improve outcomes for people for that area such as providing people with a staff rota.

The service worked in partnership with a range of professionals and met regularly with representatives from the local authority. Staff were providing support to people being discharged from hospital and working with professionals to help people regain independence. People and relatives told us staff were reliable and they would recommend the service.