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Sanctuary Home Care Ltd - Ketley Good


Inspection carried out on 17 January 2020

During a routine inspection

About the service

Sanctuary Home Care Ltd - Ketley is a domiciliary care agency that provides personal care and support to people living in their own accommodation at Rose Manor. Rose Manor is a purpose built complex where people live in individual flats with shared facilities which include a gym, a hair salon, lounge and café.

Not everyone using Sanctuary Home Care Ltd - Ketley received a regulated activity. CQC only inspects the service received by people provided with 'personal care': for example, help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection 14 people were receiving the regulated activity personal care.

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

People were supported by regular staff members who arrived when expected and stayed for the agreed amount of time.

Staff were aware of the risks to people and supported them in a way which minimised the potential for harm. Staff understood how to report concerns they had about people’s safely.

Where people needed support, they were safely assisted with their medicines by staff who had been trained and assessed as competent. Staff followed effective infection prevention and control practice to help stop the spread of infection. The registered manager monitored and reported any safety incidents.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People’s needs were assessed in line with best practice guidance and staff received training to meet those needs. When it was required people were supported or encouraged to eat, drink and manage a well-balanced diet. Staff supported people to access other healthcare facilities should they needed it.

People were supported by staff who they had built positive relationships with. People were afforded respect, dignity and privacy.

People’s care was focused on them as an individual. Staff gave support to people to help prevent social isolation and encouraged them to be involved in activities, where they wanted to. People were confident to raise complaints.

The provider had systems in place to monitor the quality of care and support people received.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (report published 19 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 22 March 2017

During a routine inspection

Sanctuary Home Care Limited provides personal care services to people who live at Rose Manor Extra Care housing service (Sheltered housing scheme). Rose Manor is a purpose built complex where people live in individual flats with shared facilities which include a gym, a hair salon, a lounge and dining area and a kitchen that provided meals for people who wish to purchase them. At the time of our inspection twenty nine people were receiving personal care services from the staff team who worked there.

The inspection of this service took place on 22 March 2017 and was announced.

There was a registered manager in post and they were present at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, registered managers 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.

People were supported by staff who knew how to keep them safe and free from harm. Staff knew how to recognise and report any concerns, problems or signs of potential abuse. The registered manager and staff team worked effectively with outside agencies to keep people safe.

People lived independently with varying levels of support from the staff team. Staffing levels were determined based upon assessments of need and flexible support was also available if these needs changed. There were sufficient staff to meet people’s care needs. Staff were able to provide safe support because risks were identified and plans were in place to manage them where possible. Assessments were reviewed and care plans amended as people’s needs changed.

People who required support to take their medicines were protected by safe systems for administering, storing and recording medicines. Training was in place to enable staff to safely support people when required.

People were supported by staff who had the knowledge and skills to provide effective support. Staff received good training opportunities and training was developed to meet people’s individual needs and conditions. Staff were recruited through safe recruitment practices meaning that only people suitable to work in the role were appointed.

Staff understood their roles and responsibilities and worked effectively as a team to ensure people’s needs were met. People’s rights were protected under the Mental Capacity Act 2005 and people were supported to make choices in relation to the care and support they received. Staff respected people’s decisions and they also supported people to ensure decisions made were in the person’s best interests.

Staff worked with healthcare professionals to promote people’s good health. They monitored people when needed to identify that they were eating a diet that was suitable to meet their individual dietary needs.

People were supported by staff who were caring and kind. People were listened to and consulted making them feel involved and in control of their care and support. People told us they were supported to remain as independent as possible and staff respected people’s privacy and dignity.

People received a responsive service. They told us that staff knew their needs and preferences and responded positively to support them when these needs changed. Staff told us that they had the flexibility to accommodate people’s changing plans and routines.

People had access to a range of onsite facilities and activities providing opportunities to pursue leisure and social interests.

People knew how to raise concerns if they had any and felt that any issues would be acted on by the registered manager. The provider had an effective procedure in place to manage complaints and the registered manager responded sensitively and appropriately to any concerns raised.

People told us that they were regularly asked if they were happy with the service provided. They ha