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Avocet Trust Domiciliary Care Service Good

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Inspection report

Date of Inspection: 18 June 2014
Date of Publication: 23 July 2014
Inspection Report published 23 July 2014 PDF

Overview

Inspection carried out on 18 June 2014

During a routine inspection

The inspection was carried out by an adult social care inspector. We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask;

� Is the service caring?

� Is the service responsive?

� Is the service safe?

� Is the service effective?

� Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service and the staff supporting them, and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

� Is the service caring?

We observed staff speaking to people in a friendly and professional way. We saw that staff gave people time to respond to questions and encouraged them to make decisions for themselves.

People's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.

People who used the service and their relatives completed an annual satisfaction survey. Where suggestions or concerns had been raised the provider had listened and made changes to the service.

� Is the service responsive?

People had access to a range of health and social care professionals such as mental health nurses, community nurses, the orthotics department, chiropodists and GPs. There was evidence the staff team sought appropriate advice, support and guidance both routinely and during emergency situations.

Staff knew the people they cared for and understood their preferences and personal histories.

We saw that people's care needs were kept under review and care plans, risk assessments and support plans were updated periodically.

� Is the service safe?

The manager set the staff rotas and they took into consideration people�s care needs when deciding on the numbers of staff on duty and the skills they required to meet people�s needs.

Systems were in place to make sure that the registered manager and staff learnt from events such as accidents and incidents, complaints, concerns and investigations. This reduced the risks to people and helped to ensure that the service continually improved.

Staff had completed training in how to safeguard vulnerable adults. This meant that people were safeguarded as required.

The service was safe, clean and hygienic. Equipment was well maintained and serviced regularly so people who used the service were not put at unnecessary risk.

� Is the service effective?

Mental capacity assessments were carried out and best interest meetings held when people lacked capacity and important decisions were required.

People�s health and care needs were assessed. Specialist equipment needs had been identified in people�s care plans where required.

The home had been had specialised equipment to meet the needs of people who used the service.

� Is the service well led?

The service had quality assurance systems in place and records we looked at showed that identified shortfalls were addressed promptly.

The provider consulted with people and their relatives about how the service was run and took account of their views.

Staff had a good understanding of the ethos of the service and told us they enjoyed their work. Staff had policies and procedures to guide their practice and received regular training, supervision and support from management.

What people who used the service and those that matter to them said about the care and support they received.

We used a number of different methods to help us understand the experiences of the people who used the service, because the people had complex needs which meant they were not able to tell us their experiences. We spent time observing the care that was provided, reviewed care records, support plans and spoke with the staff who supported people.