We carried out a review of the data available to us about Retain Healthcare Ltd, Chippenham on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Retain Healthcare Ltd, Chippenham, you can give feedback on this service.
Retain Healthcare Ltd, Chippenham is a domiciliary care service providing care and support to people living in and around Chippenham. 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
Risks to people’s safety had been identified, assessed and management plans put into place to mitigate risks. Changes had been made to risk management following a serious incident which the provider had reflected on and implemented improvements.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 27 September 2019).
Why we inspected
We received concerns in relation to risk and incident management. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.
We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.
The provider had taken action to mitigate risks by reviewing systems in place for risk management and monitoring and assessing quality and safety. Please see the safe and well-led sections of this full report.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Retain Healthcare Ltd, Chippenham on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
Retain Healthcare Ltd, Chippenham is a small domiciliary care agency providing care and support to people living in their own homes. At the time of our inspection there were four people receiving a 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 were supported by sufficient numbers of staff who had been employed through safe recruitment processes. Staff received training on safeguarding and knew how to report any concerns. Risks had been assessed and management plans put in place. People had their medicines as prescribed. Details of the support people needed to take their medicines was recorded so staff had guidance.
People’s needs were assessed prior to any service starting. Staff assessed needs in a range of areas including support needed for eating and drinking. Staff worked with healthcare professionals to make sure health needs were supported. 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. Care was provided by a staff team who were trained and supported by the provider.
People and relatives all told us staff were kind and caring. Mutually supportive relationships had developed, and staff enjoyed their work. People were involved in their care and were encouraged to share their views. People’s privacy and dignity were promoted and maintained by staff who recognised the importance of treating people respectfully.
People had personalised care plans which were reviewed. Care plans were available in people’s homes, so they could read them when they wished. These contained guidance for staff to follow to provide the right care and support. People had the opportunity to record any end of life wishes and the staff worked with professionals to provide appropriate end of life care experiences.
The management team were established and experienced. People, relatives and staff all felt able to approach the registered manager and gave us positive comments about their leadership style. Quality monitoring was in place, feedback had been sought and was used to make improvements to the service. There was a complaints policy in place which people and relatives were aware of.
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 29 May 2019 and this is the first inspection.
The last rating for this service was Good (published 25 January 2017). Since this rating was awarded the registered provider of the service has altered its legal entity. We have used the previous rating to inform our planning and decisions about the rating at this inspection.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.