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