Aventus Care Limited

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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We saw care records that showed the provider and staff made sure people were at the centre of their care and treatment choices. They decided, in partnership with people, how to respond to any relevant changes in people’s needs. People received responsive, personalised care and support that met their needs and reflected their preferences. Care plans were, if agreed with people, reviewed with their families. One relative told us “If it is hard to engage (relative) for a period, staff try out different things and do what they like. They involve them with cooking and making tea, they loves churches and always likes to go in to look at them”, and “They are a professional and pro-active team. They put on events with other service users where people can be involved with other people”.

We saw that thought was given into future needs. One person had to leave their accommodation. Help and support was given to make sure they moved into another house which was suitable for their long-term needs. However ,we did not see evidence that future had been discussed and/or made in regard to end-of-life care decisions.

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.

Relatives told us their relatives care was reliable and consistent. They said they knew who was coming and trusted the staff. One told us, “When I see(relative) they usually have the same carers, and I can see(relative)knows them”. Staff confirmed they usually worked with the same people, which helped maintain continuity and build trusting relationships.

Communication between the office, staff and external professionals was effective. Records showed coordination with GPs, and other professionals. Staff told us that sometimes they had problems getting timely GP appts but would advocate on behalf of people so this was resolved.

Staff told us if there was every any problems with care continuity, they would contact the RM or other senior staff and always got assistance.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider met the requirements of the Accessible Information Standard by making information available in different formats to support people’s understanding. The Accessible Information Standard sets out how providers and commissioners of NHS and publicly funded adult social care services should ensure disabled people and people with impairments or sensory loss can access and understand information. For example, the service had an easy read version of their policies for people to access. We saw the easy read complaints policy and safeguarding policy.

We saw in staff meeting minutes that the providergenerally madeit easy for people to share feedback and ideas, or raise complaints about their care,treatmentand support via their support workers. Staff involved people and their relatives in decisions about their care and told them what had changed as a result.

Relatives told us they felt listened to and were able to feed back on the care they received. They were aware of the complaints procedure and how to raise concerns with the service or externally. One person told us, “We are always invited tocare plan reviews and always go. We feel involved, they listen to us and take on board what we say”

Staff told us they felt listened to and were able to speak to management when they needed to.

The service made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the needs of people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against. We saw they had worked with people to ensure they received appropriate and timely health support and ensured people’s best interests were at the centre of all decision making. One relative told us “(relative)is prone to chest infections; staff recognise this and get same day GP appointments. This puts our minds at ease.”

The provider made sure that people could access the care,supportand treatment they needed when they needed it.

People were supported to access services when they needed them. Where there were barriers to people’s care, staff worked with other organisations to resolve these. People were provided with support to ensure they had equal access to care and treatment. Staff told us they sometimes had difficulties accessing quick GP appointments for a person who needed one. They advocated and ensured he had the helphe needed.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future care needs.

Staff encouraged independence and supported people to make daily choices, helping them plan activities and routines.

The service plans with people and their relatives about what support they may need in the future. We saw that support plans were kept up to date and reviewed regularly and outside agencies contacted if this was indicated.