Avalon Northallerton Services

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. People received person-centred care. The level of support provided was tailored to individuals’ needs. Support plans contained detailed information about people’s likes and dislikes, and their life histories where appropriate. Communication files were in place to ensure all staff were aware of any changes in people’s needs. People were supported to pursue their interests and hobbies, and staff thought outside the box as to how to encourage people further with their interests. People were supported to achieve their goals and aims, but clearer documentation and structure was required in this area. This would ensure all relevant people were clear as to what people’s goals were and how they were working towards these.

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. The provider supported people to access and be a part of the local community, including supporting people to attend day services and obtain employment. Professionals spoke highly about working with the service. Feedback included, “They have always worked closely with us and the local authority and taken advice on how to safely support people to be independent.” Another professional told us, “I have found that Avalon provide consistent support to people which I think has allowed them to build close relationships with their service users. They appear to know people very well and care a lot about them.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information could be provided in a variety of ways and the provider pro-actively considered assistive technology. Staff were given clear guidance as to how to most effectively communicate with individuals they supported. For example, people’s communication needs had been assessed by the Speech and Language Therapy Team and an information leaflet for staff was produced following this assessment.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People were able to contact the service in a number of ways and this contact information was readily available.The provider used initiatives such as a feedback group led and chaired by people they supported. People’s views were also sought through annual surveys and regular care reviews. Complaints were dealt with appropriately and any lessons learnt shared with staff.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were knowledgeable and vigilant as to what might impact someone to access their service or other services. Staff supported people to overcome any hurdles or barriers that were present and tailored their support to individuals’ needs. Staff offered appropriate practical steps along with reassurance and encouragement where needed.

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 pro-actively considered relevant legal requirements and people’s human rights. These topics, along with equality, diversity and inclusion, were regularly discussed at board and senior level. Information was then relayed and discussed to managers, team leaders, and all ultimately all staff within the organisation. Staff had received training in equality, diversity and inclusion and in awareness of bullying and harassment. This made staff and leaders alert to any possible inequalities and discrimination which might impact the outcomes of people’s care.

There was no-one receiving end of life care at the time of our assessment, but the provider had an appropriate policy in place. 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. Some further discussions were required with some people about their future wishes and the provider had already identified this as a future piece of work to complete.