Avondale House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.At our last assessment we rated this key question Good. At this assessment the rating has changed to Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff had strong professional relationships with people that were based on trust, understanding and care. People spoke passionately about the difference individual members of staff had made to them. One person told us “When I started going to a support group, (staff member name) supported me with appointments and the bus journey. Now I am able to go to appointments on my own which is massive for me”. Another person told us “Staff are so caring. They look after you and make sure you’re ok. I can tell then anything”. We saw people felt completely at home at Avondale and considered it their own home. During our inspection, throughout the day people came to the office to talk to management to proudly share their plans and achievements from the day. One person had been supported to bake jam tarts by staff and took delight in offering these to management and inspectors. Where people put themselves in positions that were undignified, staff responded with kindness and compassion to ensure they received the support and help they needed such as encouraging people to take pride in their appearance or in getting regular rest. One visiting professional observed “Staff have created a ‘wind down’ evening session for those residents that struggle to sleep at night.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care planning emphasised people’s unique strengths and needs, and was coproduced alongside people and their representatives. They reflected people as a whole and what their mental health diagnosis meant to them, as well what they expected from the service and how they wanted to be treated. They reflected people’s life history and any trauma or lived experience that staff should be aware of, but also showcased people’s wishes for the future and how they wished to be supported to live life on their own terms. They were regularly reviewed alongside people and used to undertake focused work to help them achieve their goals. One person proudly spoke to us about how they were being supported to learn the guitar which had been a long term ambition, whilst others told us how staff worked alongside them to help organise birthdays or other celebrations that were important to them. Staff worked hand in hand with people to support them in taking pride in their achievements, learn life styles and pursue hobbies and interests that were life affirming and improved people’s self belief. One person we spoke to summarised “They really care for you. They know what I like, what makes me happy and how to help me when I need it”.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There a strong focus on delivering care in way that promoted people’s rights, freedoms and independence. People were empowered to live life in the way they wanted, and take positive risks that were meaningful to them. For example during our visit one person was being supported to have make up applied ahead of going to a Halloween party with friends. Maintaining friendships and being able regularly socialise were of importance to this person’s wellbeing, and they expressed with delight the outfit and that they looked forward to showing their friends.

People lived free from restrictions and could come and go throughout the day as they wished, and whilst staff would check in with people to ensure their safety, they emphasised that people would be supported to make their own choices. This empowered people to take control of their own lives. One person we met discussed how sometimes they wanted their own space so staff worked with them to arrange for them to stay at a local hotel independently, whilst another person was being supported to explore safe relationships and would regular stay with their partner. Professionals shared with us feedback on how staff input had positively impacted people. A stakeholder who worked closely with the service observed “They take a positive but safe risk management approach, recognising risks in presenting behaviours, but balancing this with what the residents have said they want – and working with them, to create a safe and balanced approach moving forward”.

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We heard from people that staff work closely and collaboratively with them in response to any support needs. For example staff worked with some people to design their own personal safety plan, which set out exactly how people wanted to be supported when they felt they were in danger or were experiencing a mental health crisis. They ensured people continued to be in control about decisions about their care, even when experiencing a health crisis. People told us there were always staff available when they needed assistance it. One person told us “There are enough staff, day and night, no problems. Not too much staff and not too little staff.” Although people we spoke to were reassured that staff were there if needed, they also expressed that they were free to life live in the way they wished and were not restricted. he staff we spoke to clearly knew how they should respond if a person was distressed or needed supported. One staff member gave an example “(Person Name) can get distressed very quickly, so it’s really important that we step in as soon as possible to reassure them. That way we can support their wellbeing, and enabling them to do the things important to them that we plan with them”. This ensured people were able to work with staff to develop coping strategies that were transferrable for if they wished to live independently in the future.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care. Without exception, staff spoke highly of the support they had received from the provider both professionally and personally. Some staff spoke of challenges in their own personal life and how the provider had made adjustments to support their wellbeing, and ensure they felt comfortable and safe in their role. We heard from staff who described their pride at how the service had helped them grow personally, and how they were able to use their lived personal experience to support people at the service through their own challenges. Staff members explained how they could always access support when needed, and that management worked alongside them to help them deliver care that met people’s needs. Staff who were new to the care sector or had not worked with people with mental health needs or learning disabilities reported they had received enhanced support to understand the needs of people they worked with, and grow and thrive in their roles. One staff member told us “This is the best place I have worked. Management are so supportive, and I can approach them with any challenges. This is my first role in care and they haven’t let me down, they are always there when I need them”. Another staff member stated “I have felt very supported through the process of moving to social care by the manager. My previous knowledge and expertise are actively sought and listened to”.