Sanctuary Oasis Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service since it was registered on 16 May 2024. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People experienced caring and respectful support from staff who understood the importance of treating people with dignity, kindness, and compassion. People and their relatives consistently spoke highly of the staff and described them as caring and supportive. One person said, “The carers are very nice indeed, they are very caring and will do anything I ask such as washing up, making the bed, or going to the shop. The carers are very good; they are kind and pleasant.”

People felt staff treated their privacy and dignity with respect. One person said, “I do not worry about my dignity when the carers are with me, so I think they are doing well.” Another person explained, “When I’m having a shower they will pull the curtain around and as soon as I finish they cover me with warm towels.”

We received feedback that demonstrated the positive impact staff had on people’s wellbeing. One relative told us, “The carers are brilliant, they arrive and are very jolly, very caring. [Person name] can sometimes be horrible to them, because of their dementia, but they understand; it can be tricky washing and dressing [Person name], but they just take their time.”

Staff spoke respectfully about people and understood their individual needs, preferences, and backgrounds. Leaders carried out regular spot checks, including observing staff practice, to ensure people were treated with dignity, respect, and compassion. These checks provided oversight of care quality and practice.

Staff spoke respectfully about people and demonstrated a good understanding of their individual needs, preferences, and backgrounds. Leaders carried out regular spot checks and observed staff practice, to ensure people were treated with dignity, respect, and compassion. These checks formed part of the service’s quality assurance processes and provided oversight of care delivery.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and relatives felt they were understood by the staff team. One person said, “The carers have a lot of respect for me as a person and that makes me feel good.”

People said they were involved in decisions about care and felt staff provided care that reflected their needs and preferences. One person said, “I requested female carers and they only send female carers.” Another person told us, “They are respectful of my cultural needs and understand my religion. They always send male carers to me which I did not ask for, but I do prefer.” This demonstrated a person-centred approach to care that respected people’s individual preferences and cultural needs.

Staff provided care that reflected people’s individual needs and preferences. They knew people well, followed their preferred routines, and understood what was important to them while working in line with care plans. For example, one staff member described a person’s preferred transfer method, shower routine, choice of toiletries, and the importance they placed on their appearance. This demonstrated a person-centred approach to care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us they were involved in planning and reviewing their care and support, which reflected their abilities and the level of assistance they needed. Care plans also reflected promoting people’s independence and choice. For example, identified what people could do for themselves, and the areas staff were to assist in or when their health conditions affected their ability to carry out tasks. This demonstrated that people’s independence, control over their care and choices were respected.

Care records showed some people were encouraged to remain independent by completing tasks themselves where possible, with staff providing support only when needed. Some relatives told us visits did not always take place at their preferred times, which could impact established routines. However, there was no evidence people did not receive the care they needed. We shared these concerns with the provider, who told us they would strengthen oversight of staff rotas and punctuality.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us care was responsive and tailored to their individual preferences. Care plans reflected individual requirements and level of support needed to manage potential risks or related to health conditions.

Relatives told us they felt staff were responsive to their family member’s needs and managed risks effectively. They told us staff responded well to be able to care for people’s changing and immediate needs. One relative described how staff responded promptly after their family member fell, saying carers stayed with them until the ambulance arrived, ensuring they were comfortable and had access to fluids throughout.

Another relative told us “The experienced staff can pick up on the signs of [Person name] getting distressed and will try to distract them, to help to calm them down. If they are unable to settle [Person name] after five to ten minutes they will let us know, we are always within earshot.”

People told us staff provided flexible, person-centred care to ensure they received the right support at the right time. One person said, “The office will move things around so that my main carer [Staff name] can go to hospital appointments and to the GP with me.” Care records showed staff took additional action when people’s immediate needs changed. This demonstrated a flexible, responsive approach that helped maintain continuity of care.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Leaders promoted a positive culture where equality, diversity, and human rights were embedded in practice. Staff enjoyed working for the service and were motivated to provide compassionate care. Most staff felt supported, valued, and able to develop in their roles, although some said they did not always feel supported. We discussed this with the provider, who demonstrated how they listened and responded to concerns, including addressing workplace issues and reviewing rotas to support staff wellbeing.

The staff team described a positive team culture. Staff said rotas were fair, planned in advance and managed to maintain continuity of care, while allowing sufficient travel time between visits and opportunities for breaks. The provider also supported staff with a driver and access to fleet vehicles for work-related travel.

Staff spoke positively about leaders and the support they provided, particularly during emergencies and out-of-hours. Systems were in place to support staff wellbeing and development, including supervision, appraisals, recognition schemes, and access to confidential support services.