Avo Care Limited

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 service involved people and treated them with compassion, kindness, dignity and respect.This is the first assessment for this newly 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us staff treated them with dignity and respect. People told us they appreciated the staff. A person said to us, “They are the most kind people out there. Kindness through and through, absolutely the epitome of kindness. They really do care for me; I cannot fault them.”

The service 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.People told us they were treated as individuals and staff knew them as individuals and treated them with respect. A person said, “They listen to exactly what I want and do exactly what I ask without hesitation and do it without a complaint.” Care plans and risk assessments were written with a focus on independence, detailing what the person could do for themselves. The providers care planning system was focused on keeping people as independent as possible to live well in their own homes.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Encouraging independence was at the very heart of the service. The service focused on supporting people to remain well in their own surroundings. The registered manager was passionate about keeping people in their own homes. A person said, “The staff will always let me do what I can do and help in the areas I struggle in or I find hard, but they never take over. I am never rushed and they allow me to do things at my own speed; they are very efficient.” A staff member said, “Keeping people independent helps with their confidence.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People were supported by staff from a service who were proactive and responsive to their changing needs. People told us the service communicated well, especially in connection with their health needs. We were given an example of how Avo Care responded to a change in a person’s needs. A person told us, “They respond to any situation straight away, I had a health issue, and they supported me with the guidance from my health care professional and they made the changes straight away. They will do this whenever there is an issue or change.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff were supported by the service. This had enabled them to provide care to people in a safe way. Staff were passionate about their roles. Staff told us they felt appreciated. A staff member said, “I feel supported by the registered manager”. The registered manager told us, maintaining and improving staff wellbeing was essential to them along with ensuring they had enough information to support people safely.