Retain Healthcare Limited - Cheltenham

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.

Strong leadership had created an exceptionally positive culture within the service. This drove an innovative and collaborative approach with people at the heart of the service. The service worked closely with local hospitals, the local authority and other care providers to enable large numbers of people to return home from hospital and significantly ease pressure on the local care system during the winter.

People received care which was safe, and staff understood how to support people to maintain their safety. People's medicines were administered as expected. The provider checked the suitability of new staff through robust recruitment processes. Care staff used personal protective equipment (PPE) and supported people to reduce the risk of infection.

Staff received support to carry out their roles through training and regular meetings with senior staff. People were supported to access healthcare services in a timely fashion when the need arose.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were treated with respect and kindness and their privacy and dignity was upheld.

People received personalised care delivered by well trained staff. Leadership had created a positive culture within the service. The service worked closely with the local authority to ensure people's needs were met.