Background to this inspection
Updated
25 January 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was completed by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats as part of supported living arrangements.
People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection visit because it is a domiciliary care provider and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.
Inspection activity started and ended on 17 January 2020. During this time, we visited the office location to meet with people, see the registered manager and staff; and to review care records, policies and procedures.
What we did before the inspection
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
We asked the local authority and Healthwatch for any information they had which would aid our inspection. Local authorities together with other agencies may have responsibility for funding people who used the service and monitoring its quality. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service about their experience of the care provided and two relatives. We spoke with five members of staff including registered manager, area service manager and three care workers.
We reviewed a range of records. This included three people’s care records and medication records. In addition, we viewed a variety of records relating to the management of the service, including policies, procedures and quality checks. We confirmed the safe recruitment of two staff members.
Updated
25 January 2020
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 www.cqc.org.uk
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.