Avon View

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.

At our last inspection we rated this key question good. At this inspection the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 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 they were treated with dignity in their day-to-day care and support. Comments included, “Staff knock before they enter my room”, “I like staff, majority I like very much”, “There are always kind people around. They take very good care of us, especially me personally”, and “Staff always listen, and are very caring and kind.”

We observed staff were friendly towards people and people appeared comfortable with staff.

Health and social care professionals told us, “Staff seem to understand people’s needs better”, and “Some staff are very good at (understanding people’s needs).”

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.

Staff told us they knew people well and understood people’s individual needs, cultural background and preferences. A staff member said, “I support people’s religious, cultural, and social needs by recognising what is important to them as individuals and making sure their preferences are respected in daily care.”

People were encouraged to get involved and provide feedback on which activities they would like to do and improvements they would like to see at the service. People and relatives took part in regular meetings facilitated by the service.

People told us they felt they were treated with dignity and respect. Comments included, “They (staff) were very good at accommodating me when I go out, to church etc”, “The staff are very kind and respectful”, and “Staff are all lovely people, and they talk to you nicely.”

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

People told us they were supported to maintain their independence and were given choice. A relative told us, “[The person] is very independent and from what I have seen staff have aided [person] as best they can in this aspect.”

We observed staff asking people for permission before providing support.

Staff told us how important it was to ensure people remained independent as much as possible. One staff member said, “I always encourage individuals to do as much of their own personal care or things for themselves so they maintain as much independence as possible, and should this change I document it and report to my senior.” Another staff member told us, “I encourage residents to do as much as they can themselves, offering prompting and guidance.”

People were supported to maintain relationships and networks that were important to them. People who wanted to attend religious services were supported to do so.

The service listened to and understood people’s needs, views and wishes.

The provider’s electronic care planning system was used to record all communication with health and social care professionals. This meant all information was kept centrally and was accessible to staff.

Staff told us they understood how and when to report incidents. Staff said they were able to recognise when people needed help and contacted health and social care professionals when required.

The service did not always care about and promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

Staff told us they did not always feel their well-being was effectively supported by the provider and management team. Staff told us they did not feel they could always speak freely during their supervisions, and some said they felt they could not support people as well as they wanted to because of this. However, some staff told us they felt the management team promoted their wellbeing and they felt supported.

The provider offered regular anonymised surveys to staff and had an employee assistance programme which offered staff access to a range of services.

Wellbeing was discussed in staff supervisions. Staff participated in regular team meetings.