Archived: Sanctuary Home Care Ltd - Lawley

People’s experience of using this service:

People felt safe and well supported, with access to planned care and emergency support if needed. Staff knew how to recognise and report abuse so they could safeguard people effectively.

Risks to people were identified and assessed. Plans were in help keep people safe.

There were sufficient staff to meet people’s needs flexibly and usually in a timely manner.

People received their medicines as and when they needed them and staff received training to support people appropriately and safely. People were protected from the risks associated with the control and spread of infection.

People’s rights were understood and protected by staff who knew people well. People's health care needs were monitored and understood by staff. Support was personalised to meet individual needs and people told us staff understood their needs and were kind and caring. Staff were aware of people’s dietary needs and they promoted health eating.

Staff were trained and well supported. The registered manager was receptive to ideas for training and development to enhance the skills and knowledge of their staff team.

People were satisfied with the quality of the service provided and were confident that complaints would be addressed. The provider and registered manager were proactive in learning from mistakes and incidents.

Quality checks and audits enabled the provider to ensure improvements were made and good quality was maintained.

Rating at last inspection: The service was rated Good at the last inspection in August 2016.

Why we inspected: This was a scheduled inspection based on the previous rating.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Sanctuary Home Care is an extra care scheme providing personal care for up to sixty people living in self-contained flats within the service. At the time of our inspection the service was providing the regulated activity of personal care to twenty five people.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager had been appointed in November 2015.

People told us they felt safe. Staff knew how to recognise the signs of potential abuse and how to report it. People were supported by sufficient numbers of staff who had been recruited safely. Risks to people’s health, safety and well-being were identified and managed. Staff had a good understanding of how care and support should be provided in order to keep people safe. People told us they mostly received their support calls on time. The provider had systems in place to ensure medicines were managed safely.

People were supported by staff who had the skills, knowledge and support to provide effective care. People consented to their care and support and people were supported by staff who had a knowledge of the Mental Capacity Act and how to respond to a person’s decline in their ability to make decisions. People were happy with the support they received with eating and drinking and were provided with choices. People had access to healthcare professionals when required and were supported to maintain good health.

People were supported by staff who were caring and treated people with kindness and respect. People’s individual needs and preferences were understood and met by staff and people were involved in making decisions about how their care and support was provided. Staff supported people in a way that maintained their privacy and dignity and promoted their independence. People were supported to maintain relationships that were important to them.

People knew how to raise a concern or complaint and expressed confidence that concerns would be dealt with efficiently by the registered manager.

The registered manager had effective systems in place to monitor the quality and consistency of the care provided. People and staff were encouraged to give feedback on the service and information from audits, surveys and quality checks was being used to drive improvement. The manager had identified the next steps required in order to continue to improve the service and had already started making progress. The registered manager was keen to continue to develop service.