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The provider of this service changed - see old profile


Inspection carried out on 29 October 2019

During a routine inspection

About the service

Avocet Court is a residential care home providing personal and nursing care for to up to 153 people. At the time of our inspection there were 84 people using the service. The care home accommodates people across three separate units, each of which has adapted facilities. These were, Cilgerran House and Powys House, which provided general nursing care, and Harlech House which provided nursing care for people living with dementia. There was a separate unit, where the management team, reception and administration, kitchen and laundry were located.

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

There were times when people had to wait for their call bells to be answered, following our visits action was taken by the registered manager to develop a system to analyse response times. However, this improved system was not yet embedded to improve people's experiences.

Staff were recruited safely. The service was working to ensure there were enough staff to meet people’s needs, this included ongoing recruitment. Risks to people’s safety were assessed and guidance provided to staff to reduce the risks of avoidable harm and abuse. Infection control systems reduced the risks of cross infection. The service learned when things had gone wrong and put in systems to reduce them happening again. People received their medicines when they needed them.

People were supported by staff who were trained to meet their needs. 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. People’s health and nutritional needs were assessed, and staff were guided to how these were met. The environment was suitable for the people who used the service.

People told us the staff were kind and respectful. People’s rights to independence, dignity and privacy were promoted and respected. Staff knew the people they cared for well, including how their needs were met.

People’s care needs were assessed, planned for and guidance was provided to staff on how these needs were to be met. People’s preferences were sought and used to plan their care, including their end of life decisions. People had the opportunity to participate in activities. There was a complaints procedure in place and people’s concerns and complaints were investigated and addressed.

The service’s governance systems helped the provider and the registered manager to monitor and assess the service people received. Where shortfalls were identified, they were addressed. People’s views about the service were valued and used to drive improvement.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

This service was registered with us on January 2019 and this is the first inspection.

The previous rating for this service was good (published 8 June 2018). Since this rating was awarded the registered provider of the service and the name of the service has changed. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

The inspection was prompted in part by notification of a specific incident. This incident is subject to an investigation. As a result, this inspection did not examine the circumstances of the incident.

The inspection was also prompted in part due to concerns received about such as staffing and care provided. A decision was made for us to inspect sooner than the planned date for the comprehensive inspection and examine those risks. The registered manager had identified shortfalls and actions were taken to reduce future risks. We did find improvements were needed in how long people had to wait for their call bells to be answered, action was being taken to make improvements by the introduction of a system to analyse waiting times.

Follow up

We will cont