Background to this inspection
Updated
9 May 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 was planned to check 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.
This inspection took place on 16 March 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 to assist us with the inspection.
The visit was completed by an inspector while an expert-by-experience made telephone calls to people using the service. 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, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also contacted and obtained feedback from the local authority and the local Healthwatch.
During the inspection we spoke with a team leader, a care coordinator, two care staff and the registered manager. We spoke with six people using the service and spoke to another eight people over the telephone. We reviewed eight staff files and eight care records. We looked at incidents and accidents, complaints logs and audits.
Updated
9 May 2017
This inspection was announced and took place on 16 March 2017. This was the first inspection since the service was registered.
Sanctuary Care delivers care and support to people living at Dreywood Court. Dreywood Court is an extra care housing scheme comprising of 98 apartments for people over 55 living in the London borough of Havering. On the day of our visit 58 people were receiving personal care support equating to approximately 800 hours per week.
On the day of our visit a registered manager was in place and on site three days a week as they supported another nearby extra care site. 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.
People told us they felt safe within the service. They were treated with dignity and respect by staff who understood their needs.
Staff had attended safeguarding training and were able to explain the steps they would take to protect people from avoidable harm.
There were risk assessments in place which were used by staff to minimise the risks identified.
Medicines were managed safely by staff that had undergone the necessary training.
Staff were aware of the procedures to take in an emergency. We reviewed incidents and accidents and found appropriate action had been taken. Where patterns had been identified meetings were being held in order to ensure people received appropriate staff.
There were robust recruitment systems in place. Recruitment was an on-going process so as to ensure there were enough staff to meet people’s needs. Staffing rotas we saw reflected the staffing ratios staff told us. There were no missed visits recorded. However, visits were sometimes late when staffing was short due to last minute absences.
Before people started to use the service an assessment took place and care plans developed. Care plans included people's social, emotional and physical needs. They were reviewed every six months or as and when people's conditions changed.
People were supported to participate in activities that suited their preferences. They were encouraged to come out to eat in the cafeteria at lunch if they wished.
People were able to complain about issues and felt that they were listened to. The complaints procedure was followed in order to ensure all complaints were investigated and responded to in a timely manner.
People and staff thought the management were supportive and available when needed. Staff had access to relevant training and were supported by regular supervision, annual appraisals and monthly staff meetings.
People were supported to maintain a balanced diet where it was part of their support plan to do so.
There were effective systems in place to monitor the quality of care delivered. This included satisfaction surveys, documentation audits and meetings.