Retain Healthcare Limited - Salisbury

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.

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.