Background to this inspection
Updated
7 July 2017
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
The inspection took place on 17 May and 2 June 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in.
The inspection was carried out by one inspector and an expert-by-experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Prior to the inspection we gathered and reviewed information we held about the service. For example, feedback from healthcare professionals and members of the public.
During the inspection we spoke with 12 people, three relatives, three care workers, the head of care and the registered manager. We looked at seven care records, seven medicine administration records (MAR), five staff personnel files and other records relating to the management of the service.
After the inspection we contacted three health care professionals to gather their views of the service.
Updated
7 July 2017
This inspection took place on 17 May and 2 June 2017. Sanctuary Home Care is an extra care service that provides support to up to 46 people in their own flats in a building based in Stockwell. At the time of the inspection the service were delivering personal care to 28 people.
The service had a registered manager. 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 service had not previously been inspected.
At this inspection, we found the provider had a breach of the Regulation 18 Registration Regulations 2009 Notifications of other incidents. You can see what action we told the provider to take at the back of the full version of the report.
People did not feel they always received care and support from staff that demonstrated compassion. We received mixed reviews about staff approach.
People were protected against identified risks. Risk assessments in place detailed identified risks and gave staff clear guidance on how to minimise the impact of those risks to people. Records showed staff regularly reviewed the risk assessments to ensure they were up-to-date. People were protected against avoidable harm and abuse. Staff received safeguarding training which enabled them to identify and report suspected abuse.
People’s medicines were managed safely and in line with good practice. Records showed medicines administered were recorded correctly. The service undertook regular audits of medicines management and errors identified were addressed in a timely manner. Staff could identify the action they would take in responding to medicines errors.
People’s care was delivered in line with the requirements of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. Staff sought people’s consent to care and treatment and respected their decisions. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.
People received care and support from sufficient numbers of vetted staff. Rotas showed where staff absence occurred, additional familiar staff were bought in to cover the shifts. Staff underwent robust pre-employment checks to ensure their suitability to work at the service. Staff received on-going training to meet people’s needs and reflected on their working practices. Records showed staff completed mandatory training and staff felt they could request additional training if required. Supervisions and appraisals were undertaken regularly and gave staff the opportunity to appraise their performance and set achievable goals for the future.
People received care and support that was person centred. People were encouraged to develop their care plans which were reviewed regularly to reflect their changing needs. Staff told us care plans aided their knowledge of people’s needs and preferences and how to deliver up-to-date care.
People’s consent to care and treatment was sought and their decisions respected. Staff were aware of the importance of respecting people’s decisions. People were supported to maintain their independence and encouraged to do things for themselves if safe to do so. People were treated with dignity and respect by staff.
Where agreed in peoples care plans, staff supported people to access sufficient amounts of food and drink that met their dietary requirements. Staff supported people to access healthcare services to ensure they had their health and wellbeing needs monitored and maintained.
The registered manager sought feedback of the service through regular audits and quality assurance questionnaires. Feedback received was monitored by senior management and an action plan put in place to address any identified concerns. People knew how to raise a complaint and were provided with a copy of the service user guide which highlighted the complaints process.
The registered manager actively sought partnership working. Records confirmed advice and guidance provided by healthcare professionals was shared with the staff and implemented into the care provided.