About the service: Sanctuary Supported Living (Greenwich Care Services) provides outreach, recovery and rehabilitation support for people with complex mental health needs living in the community. At the time of this inspection 40 people were using the service.

People’s experience of using this service:

¿ People were complimentary about the service. They said they felt safe and their needs were being met.

¿ Care and support was personalised to individual needs to promote recovery.

¿ Assessments were carried out to ensure people’s needs could be met. Where risks were identified, management plans were in place to manage these safely.

¿ Medicines were managed safely and staff followed appropriate infection control practices to prevent the spread of infections.

¿ Appropriate numbers of suitably skills staff were available to support people’s needs.

¿ Staff had the knowledge and experience to support people’s needs. They were supported through induction, training and supervision to ensure they performed their role effectively.

¿ People were supported to maintain good health and had access healthcare services.

¿ People were encouraged to eat healthy food for their wellbeing.

¿ 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 supported this practice.

¿ People’s privacy, dignity and independence was promoted.

¿ Staff understood the Equality Act and supported people in a caring way.

¿ People were supported to participate in activities of interest that supported their recovery.

¿ There were effective systems in place to assess and monitor the quality of the service provided.

¿ Feedback from people, staff and professionals were taken into consideration and acted upon.

¿ The service had worked with key organisations to plan and deliver an effective service.

Rating at last inspection: Good (Report published on 5 July 2016)

Why we inspected: This was a planned inspection based on the rating at the last inspection. We found the service continues to meet the characteristics of Good in all areas.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

This announced inspection took place on 27 April 2016. Sanctuary Supported Living (Greenwich Care Services) provides outreach, recovery and rehabilitation support for people with complex mental health needs living in the community. At the time of the inspection 22 people were using the service, including six people who were residing at the service’s supported living scheme. This is the first comprehensive inspection of the service by the Care Quality Commission (CQC) since registration in 16 April 2015.

There was a registered manager in post as required. A registered manager is a person who has registered with the CQC 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 and associated Regulations about how the service is run.

People, their relatives and healthcare professionals were very positive and highly complimentary about the quality of care and support provided to people at the service. The registered manager involved people, relatives and healthcare professionals to ensure people received the support they required and to make decisions that were in their best interests.

Relatives, staff and professionals spoke highly of the registered manager who they said demonstrated a strong leadership and provided hands on approach to the care people received.

Staff understood how to manage risks to people’s health and supported them to develop and reach their full potential. Staff had sufficient guidance on positive management of behaviours that may challenge the service and others which protected people’s dignity and rights.

Staff supported people to identify and manage their changing needs in a flexible way to ensure they made progress towards their recovery.

The provider used a robust recruitment procedure which ensured people received support from staff vetted as suitable to work with vulnerable people. People were involved and contributed to the recruitment process of potential staff.

Staff had detailed knowledge of people’s needs and had the skills and knowledge to provide their care effectively. The registered manager carried out regular supervision sessions and appraisals. Staff felt well supported and understood their roles and responsibilities to ensure they delivered people’s support in an effective manner.

The service actively sought people’s and their relatives views about the service and listened and acted on their ideas. People and staff openly celebrated achievements and any setbacks and agreed to make changes to their support plans as necessary.

Staff treated people with dignity and respect and provided their care and support in a caring and compassionate way. Care plans contained thorough and well documented assessments of people’s individual needs and the support they required. People received their care and support as planned and as they wished.

People were supported with their nutritional needs and encouraged to adopt healthy lifestyle choices. Staff ensured people accessed healthcare services they required for advice, treatment and support. People continued to acquire new skills and gain confidence in living their lives as independently as possible. People took part in activities they enjoyed and were encouraged to try new things based on their individual interests, hobbies, preferences and abilities.

People, their relatives and healthcare professionals said the registered manager was a role model who promoted a person centred approach to the care and support provided to people. Staff thoroughly assessed people's needs and had clear guidelines and support plans on how to support people with their rehabilitation, intervention and treatment plans.

The registered managed effectively used the audit systems in place to continually monitor the quality of the service and had plans for improving the care and support people received.

The service was committed to r