The Avenue Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans we looked at were personalised, reflected people’s individual needs and provided guidance for staff to follow. For example, in relation to diabetes. As well as care plans providing guidance on what to eat and foods to avoid, they also provided detailed information on physical and behavioural signs for staff to look out for and what action staff should take if symptoms were to occur. Care plans were regularly reviewed and updated accordingly to reflect any changes.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff received specific training around mental health, learning disability and autism and communication. This training equips staff to support the needs of individuals effectively.People benefitted from a stable staff team who knew them well. Staff worked well together to provide continuity of care and followed advice from healthcare professionals. Information was shared between staff during handovers about any changes in people’s needs so everyone was kept informed. Referrals to health care services were made appropriately and staff followed guidance to support positive outcomes for people. This meant any emerging concerns were recognised and acted upon.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider ensured people received information tailored to their specific communication requirements. Information about people’s communication needs was included in their care plans. For example, for one person who can communicate verbally, within their plan it describes how they may remain silent or look at you without responding when engaging in conversation with them and how staff should remain calm and say, “Okay, come and find me when you would like to talk, with a friendly and reassuring tone.” For another person, who can communicate verbally, the plan tells you what topics the person enjoys talking about and how they may avoid topics which make them feel anxious. It also guides staff to be patient and give them time to express themselves as their speech is slow and quiet. Relatives feedback overall was positive in relation to being kept updated. However, one family member felt the home could be more proactive in keeping them informed.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. Resident’s meetings were held where people could speak up and share their thoughts and views. One person said, "We have residents' meetings and I feel my voice is heard. I would be able to raise any concerns.” Another person told us, “There are resident’s meetings, but I chose not to attend. I would speak with the manager or the owner if I had concerns.” A further person told us they attended the residents meeting, and they discussed issues such as food. During the most recent meeting some people shared they felt there was not enough on offer at supper time and some people wanted to be involved in baking. As a result of this feedback a discussion was held as to whether people wanted to trial having a lighter lunch and bigger meal at teatime which all people agreed to. In addition, people were also getting involved in baking. A digital system was in place where any visitors to the home log in/and log out. This system also enables any visitors to leave feedback at the end of each visit. If there was any indication the visitor was unhappy with their experience, by giving a rating of 3 stars or below, an automatic notification alert is sent in real time to the home manager and directors. This allows them to address any concerns they may receive immediately. There was a process in place for managing complaints. One relative told us they visit weekly and said, “If I had any problems, I would talk it through with the manager or the owner then.”

Staff made sure people could access the care, support and treatment they needed when they needed it. For example, a referral had been made to the speech and language therapists (SALT) due to concerns relating to a person’s eating and swallowing. Following their assessment staff support the person in line with recommendations made by them. A relative said, "They (staff) will appropriately reach out to other professionals such as SALT and GP. My relative has had some difficult times due to their health and the home have coped with their health.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider had an Equality and Diversity policy in place, and all staff had completed training in this area. This helped staff to provide respectful, person-centred care which meets individual needs regardless of background or identity.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Care plans included decisions about people’s preferences if their health deteriorated such as Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms. Since the new manager had been in post they had already identified and told us end of life plans needed developing further. During our assessment the manager had started developing these and sent us some examples which now included more detailed descriptions to ensure people had everything they wished for at this time such as hymns and music choices.