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Sanctuary Home Care Ltd - Gloucester Good

Inspection Summary

Overall summary & rating


Updated 18 February 2020

About the service

Sanctuary Home Care Ltd - Gloucester provides extra care housing where people live in ordinary flats in one building called Middleton House. A range of communal facilities are also available for people’s use, lounges, a restaurant, outside space and car parking. People can receive support with their daily living activities, cleaning and shopping, where needed. Some people receive support with their personal care needs, personal hygiene and eating. CQC only inspects the care service provided to these people. In these cases, we also consider any wider social care being provided. At the time of the inspection 19 people received personal care support.

People’s experience of using this service and what we found

People were complimentary about the service they received. Comments included "The staff are very nice”, “I am really honestly very happy, I haven't got one thing I am concerned about”, "Carers are considerate of my needs", "Best move of my life, staff are very helpful and caring”, 'It’s not like living at your own home but it is the next best thing. I am quite content” and “It’s very nice here. Lovely and warm.”

There had been an improvement in how the service was managed and monitored. The registered manager had introduced additional monitoring processes. These enabled them to ensure actions were taken so the service met with the required standards and regulations and, so the provider’s actions for improvement were fully met and could be sustained. There had been a change in approach which people told us felt more inclusive of their views and feedback.

People told us they found the registered manager to be “Very approachable” and “A very nice person.” One relative confirmed there had been an improvement in their relative’s health since they had moved into Middleton House. Staff told us the service was more organised since the registered manager had been in post. They told us they felt well supported, communication had improved, and senior staff were there to support them when needed.

People told us they felt safe. People felt reassured that they would receive their care as planned. People confirmed that staff responded quickly if they pulled their call bell for support, in between their planned care visits. People had control over who they let in to visit them. Arrangements were in place to reduce the risk of ‘unknown visitors’ entering the building and accessing areas where people lived.

People told us staff were caring and knew how they liked their care to be delivered. People told us the registered manager had acted when staff had not performed to the standard expected and they felt reassured by this. People told us there had been an improvement in the quality of care staff and in the quality of the care provided, since the registered manager had arrived.

There were arrangements in place to ensure staff received the training and support they required to deliver people’s care safely and in line with best practice and current legislation. People’s care was provided in line with their protected characteristics and people’s specific cultural and religious preferences.

People who required support with managing their medicines received the level of support they required. This included, for some people, ordering their medicines, getting them delivered, storing them safely and administering them.

People were supported with their healthcare needs by staff liaising with GPs and community nurses where appropriate, about people’s health requirements. Staff used the emergency services where needed.

Support was provided to people with their eating and drinking, where this was required. This support could be provided wherever people chose to eat, in their flats or the service’s main restaurant.

People’s care was planned with them and people had access to their individual plans of care. Information about people’s care was kept secure. People’s privacy and dignity was maintained, and staff were expected to

Inspection areas



Updated 18 February 2020

The service was safe.

Details are in our safe findings below.



Updated 18 February 2020

The service was effective.

Details are in our effective findings below.



Updated 18 February 2020

The service was caring.

Details are in our caring findings below.



Updated 18 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 18 February 2020

The service was well-led.

Details are in our well-Led findings below.