Avila House

Updated 20 August 2025

Date of Assessment: 21 August to 23 September 2025. This service is a care at home service providing support to adults of all ages living with physical disabilities and associated health conditions. At the time of our assessment, 3 people were receiving the regulated activity of personal care. This is the first assessment.

This service is registered for use by autistic people or people with a learning disability. At the time of the assessment, the service was not used by anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

Care was person-centred, but there was a lack of guidance for staff on positive behaviour support relating to 1 person. Complaints were logged, and information provided to people that met their needs and preferences. Care was flexible, joined up and supported choice and continuity.

Systems were generally sufficiently robust and had been developed to monitor and manage the service overall, except with regard to positive behaviour support which was an area for improvement. Staff were encouraged to share their views on developing the service, and spoke positively about the management team.

A learning culture was evident, and any incidents were shared across the organisation and reflected upon. People were assessed before they came to live at Avila House. Safeguarding processes were robust, and staff completed training on this topic. People’s risks were identified, assessed, and managed safely. There were sufficient staff, but timings of calls and flexibility of staff were a concern for some people. Medicines were managed safely.

Care plans showed that people were involved in planning their care; consent was gained lawfully. People’s healthcare needs were supported in line with their preferences.

Staff recognised and catered for the diverse needs of people they supported. Calls were planned with people throughout the week. Staff wellbeing was promoted and an open-door environment encouraged staff to raise any concerns with the management team.

Updated 20 August 2025

Care was personalised according to people’s needs and preferences, but there was a lack of guidance for staff in relation to positive behaviour support. People knew how to raise any concerns, and information was provided in an accessible format. People’s plans for their future were encouraged, and people could talk with their keyworker about their wishes.

People felt safe at Avila House. Access to the building was by a keypad and each person had their own flat for which they held keys. Before people moved to Avila House, they were assessed by social services. One person told us that moving to Avila House had been a really positive experience for them; it had helped relieve their anxiety and encouraged their independence. People gave us mixed feedback about staffing levels, with some expressing concerns about the flexibility and timings of their support calls.

People were involved in all aspects of planning their care. Their healthcare needs were supported and hospital passports provided information about people to healthcare professionals. People’s consent was gained when staff provided support and care.

People spoke positively about the staff who supported them, and explained how their independence was promoted. Their needs and preferences were known by staff and acknowledged in the support provided. People’s diverse needs were catered for, including their spiritual beliefs and cultural differences.

People had access to a range of social and healthcare professionals and staff supported them to appointments if needed.