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Inspection carried out on 1 October 2019

During a routine inspection

About the service

Avoston Limited is a domiciliary care agency providing personal care to people living in their own homes. It currently provides a service to older adults with a range of care and support needs. At the time of inspection, since this is a new service, only a few people were supported in the Chichester area. There were plans to expand the service.

Everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People were protected from the risk of abuse and harm by staff who had been trained appropriately and knew what action to take if they had any concerns. Risks to people had been identified and assessed, with guidance for staff on what actions to take, which was followed. People told us that staff were rarely late when visiting their homes and, if they were going to be late, they would be informed. New staff were recruited safely. Some people required staff to administer or prompt them to take their medicines; this was completed in a safe way. People’s needs were regularly reviewed to ensure the service they received was suitable.

Before people received support from the service, the registered manager undertook assessments of people’s needs. People and their relatives were involved in discussions. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff completed a range of training which was relevant to their roles and specific to meet people’s needs. They received regular supervision from the registered manager.

People were supported to eat and drink in a healthy way and staff prepared meals for people. One relative told us that their family member’s appetite had increased because staff had encouraged them with eating. Support staff could accompany people to healthcare appointments if required. People received support from community nurses, GPs, and other health and social care professionals.

People told us that staff were kind and caring. People’s diverse needs were identified and catered for and care was delivered in a personalised way that met people’s preferences. People were treated with dignity and respect.

Care plans were drawn-up with people and their relatives and provided detailed information about people’s personal histories as well as their care and support needs, which staff followed. People’s communication needs had been identified, so that staff communicated with them in a way that suited them. At the time of inspection, no complaints had been received, but the registered manager said that any complaints would be managed in line with the provider’s policy.

People and their relatives spoke highly of the service and of the registered manager and support staff. Their feedback was obtained at regular reviews and the registered manager maintained regular contact with people.

A range of audits had been implemented to measure and monitor the quality of the service and to drive improvement. Staff felt supported by the registered manager and the registered manager had regular contact with the provider. The service worked in partnership with others.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The service registered with us on 12 October 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the timescales set out on our registration programme.

Follow-up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information, we may inspect sooner.