Creating cultures that retain staff

Sue Collier, Director and Founder of BGS Healthcare, talks to us about how she creates a welcoming environment to help retain staff.

A few months ago, we recognised that our induction process wasn’t working. It was too long, too policy-heavy, and not very engaging for our growing team of international staff. We’ve just gone through the process of redesigning the experience to provide the essential information that people need to start their new job feeling confident and not confused or overwhelmed.

Now, our induction really starts at interview. New starters are told exactly what to expect: one initial day focusing on the essentials, such as policies and pay, followed by something much more personal - a phone call with an experienced care worker, usually someone who shares a similar background or journey. This peer introduction gives new staff the chance to hear, in their own words, what it’s like to work at BGS.

One reason we believe our new carers building a connection with other members of staff early is important is because it builds a sense of trust and belonging from the beginning. With many of our staff being international recruits, we’ve heard some stories of poor treatment, such as staff being underpaid or misled regarding working hours. We want to ensure our new team members are free of any apprehension regarding how we operate, so we give them direct contact to people who have had similar experiences, so they can ask questions they may not feel comfortable asking their manager.

Each new care worker will have a trainer who guides them through their first learning and early shifts. We’ll never ask a new member of staff to do work they’ve not been prepared for and there’s no fixed timescale as to how long someone may take to feel ready. The focus is on ensuring each person feels confident, competent, and supported before they begin working independently. As part of their onboarding, all new starters are enrolled onto the Level 2 Adult Social Care Certificate qualification, which is built into their employment contract. This formal training not only builds essential knowledge and skills but reinforces the organisation’s commitment to professional development.

Practical support is part of the package too, from help with cars and driving tests to showing people how to use everyday appliances common in the homes they’ll be working in, like dishwashers and air fryers. We also include guidance on how to cook the foods their supported people prefer, which may not be foods they’re used to cooking, particularly if they’re an international team member.

We encourage cultural inclusion in day-to-day team life, with shared meals, social events, and opportunities for staff to bring their own traditions into the workplace. For example, team barbecues (which we do in the summer) often include dishes from a wide range of cultural backgrounds, providing an opportunity for everyone to share and connect.

Continuous feedback is an important part of the initial experience with us. Regular check-ins and supervision meetings provide safe spaces for new staff to share their thoughts and raise any concerns. Issues are addressed quickly and used to improve the process for future recruits. We also ask for feedback during competency checks to ensure our staff feel like they’ve been supported to complete the tasks that they are being asked to perform. Any issues raised are acted on quickly.

Ultimately, the success of our approach lies in its consistent focus on people. By creating a structured yet flexible induction, supporting cultural integration, and responding to individual needs, the organisation has built a culture where staff feel valued, respected, and motivated to stay.

Use our induction toolkit to help you offer a robust induction to fully support new starters and ensure you create the right first impression. Make sure to visit our #RecruitRight campaign landing page to learn more about recruiting and retaining staff.

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