Avalon Clarence Gardens

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.

This is the first assessment for this registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff took time to support people at their own pace and did not rush care. Staff were attentive to people's comfort, well-being and appearance, including responding promptly when people required reassurance or support.

Relatives spoke positively about the kindness and compassion shown by staff. One relative told us, "[Person] is well cared for, the staff are really dedicated, always kind, when they arrive [person] puts their thumbs up and smiles."
 

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.

Staff demonstrated a good understanding of people's individual needs, preferences, interests and routines. They used information gathered from people, relatives and those who knew them well to personalise support. People's cultural, religious, sensory and communication needs were recognised and respected.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to remain as independent as possible, including encouraging mobility, and allowing people time to do things for themselves. Relatives told us staff encouraged independence while ensuring people were safe, with 1 relative saying, “[Person] has complex needs and needs support moving around, the service has managed this well, keeping them steady on their feet.”

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.

Staff demonstrated a detailed understanding of people's non-verbal communication and responded promptly to their needs. They recognised individual signs of discomfort, distress and unmet need and adapted their support accordingly. Support was personalised and based on staff knowledge of what worked best for each person.

Staff responded quickly when people communicated through vocal sounds, body language and facial expressions. For example, during our assessment we saw staff immediately responding to a person who was heard to be coughing and needed support, we heard staff provide constant reassurance whilst providing the support they needed.
 

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

Staff described feeling supported, listened to and valued by leaders. They felt able to speak up, share ideas and seek advice when required and spoke positively about the support they received from managers and colleagues.

Staff had access to training, supervision and well-being support. Comments from staff included, “We are supported very well, the manager will listen and take action,” and “The manager is very supportive about development opportunities and ability to progress.”