Retain Healthcare Limited - Salisbury was rated Good overall and across all five key questions at this first comprehensive inspection of the domiciliary care agency. The provider had improved incident recording since the last focused inspection, with effective safeguarding, recruitment, medicines, training and quality assurance systems, though the manager acknowledged the need to better communicate actions taken from satisfaction surveys.
Concerns (1)
minor
Communication with families
: “Whilst action had been taken in response to satisfaction surveys, people we spoke with were not aware of it. The registered manager said they would look at ways to improve their communication with people to address this.”
Strengths
· Improved incident recording and management oversight following last inspection, with action taken to reduce recurrence
· Effective safeguarding systems and staff trained to recognise and report abuse
· Risk assessments balanced safety with independence and were reviewed as needs changed
· Robust recruitment procedures including DBS checks and references
· Safe medicines administration with fully completed MAR records
Quality-Statement breakdown (21)
safe: Learning lessons when things go wrongNot rated
safe: Preventing and controlling infectionNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies; supporting access to healthcareNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and controlNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles; understanding quality performance, risks and regulatory requirements; continuous learningNot rated
well-led: Promoting a positive person-centred culture and duty of candourNot rated
well-led: Engaging and involving people, public and staff; working in partnership with othersNot rated