Averlea Residential Home

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 remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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.

We observed staff were kind and patient in their approach to people. Relatives told us staff were always welcoming and they had no concerns about how they delivered support. One likened the service to a family environment. They said, “It’s like they [staff] are a family to them.” People commented; “I’m treated well here, if you want anything they try to get it”, “Staff have a good laugh with me…the girls (staff) are very adaptable” and “The staff got me a headband to keep my hair from getting into my eyes and irritating them, they are really considerate.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We observed the lunch time period and heard staff asking each person where they wanted to eat, what they wanted to drink and whether they needed anything else. Each person was treated as an individual. People’s rooms were decorated and furnished to reflect their own tastes and interests.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

A restriction, put in place for one person’s safety, was potentially impacting on everyone’s independence. Some people had signed to consent to their care. However, we saw some had not. No mental capacity assessments had been completed for these people to show they were unable to consent. We could not be sure if these people were able to consent but had not been asked.

Staff supported people to be independent when moving around the service. People were encouraged to make choices about where they spent their time. Staff discreetly observed people as they moved around to help ensure they were safe while remaining independent. One person commented; “My legs have been weak and the staff have really supported me."

The provider 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 observed staff responding to people’s needs. People approached staff for support and staff were quick to respond. If they were otherwise occupied, they told the person they would be with them soon and we saw this was carried out.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were well supported and were valued and treated fairly at work. One member of staff told us they were able to ask if they needed any additional equipment or supplies and this would be quickly provided. They also commented; “The manager and the rest of the team will recognise if I’m busy and make sure I take breaks, eat and drink regularly. As a team we really support each other."