The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Sanctuary Home Care Limited (Plymouth)

Venture House, 19 Tavistock Road, Roborough, Plymouth, Devon, PL6 7BB (01752) 777196

Provided and run by:
Sanctuary Home Care Limited

All Inspections

10 December 2013

During a routine inspection

We spoke with four people who used the service, two family members and two staff members. We also spent time observing care practices and we looked at four care plans. At the time of our visit the service was supporting 190 people.

Most people receiving a service in their own homes told us that they were happy with the care they received. One person said "they brighten my day" and another told us "we always have a laugh, it's company for me". One family member told us that they were grateful that the carers were so skilled and "fitted in well". They said "we're fortunate to have this service, I've got no complaints".

However there were some people with higher care needs who had had cause to complain. This was mainly in relation to inadequate staffing levels. They also told us that sometimes less experienced care staff were sent and that they often don't know the routines as well. At times this situation left the person feeling upset and anxious. This is detailed in the main body of this report.

The service had recently lost its registered manager and had yet to recruit a replacement. In the interim the regional manager was overseeing this service and it was pleasing to note that they had identified areas for improvement and had already put plans in place to address all issues found.

19, 22 June 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at domiciliary care services on 19 and 22 June 2012. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies. We paid particular attention to how people's dignity was upheld and how they can make choices about their care. The inspection team was led by a CQC inspector joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service.

We used telephone interviews and home visits with people who use the service and with their relatives to gain views about the service. We also visited four people who used the service in their homes and spoke with two relatives of the people we had visited. We spoke on the telephone to another 18 people who used this service.

People told us that they received good care and that care workers were polite, respectful and met their needs. One person told us, 'They do everything it says on the plan and you feel really comfortable in their company', another person commented, 'this agency has a good bunch of carers they do their job well, but they can have a joke too.'

People were positive about the care they received and most people said that the agency responded well if they raised issues. Six people we visited or spoke with on the telephone said that they had not always received time sheets enough in advance. These sheets showed what time care workers would be coming during a weekly period and the name of the care worker. People told us this could be improved and that it mattered to them.

People knew what care they should be getting and felt that they were involved in decisions about their care to the extent that they wanted to be. People said that they felt safe with care workers and knew how to complain or report concerns.