Avenue House - Bristol

People told us they felt safe at Avenue House and were encouraged to understand risks that may affect them. Risks to people and their safety was monitored and managed so they were supported to stay safe. People were kept safe from abuse or avoidable harm because staff were trained and understood how to protect them from poor care and abuse.

People’s capacity was assessed, and their decisions were respected. Staff acted sensitively to protect people, respect their dignity and keep them safe.

The service had enough appropriately skilled staff to meet people’s needs. Staff received training to ensure they were confident in their roles and able to provide high quality care. Staff were safely recruited by the provider.

People told us they were supported to make choices and decisions and we saw staff listening to people and giving them time to respond. Staff made sure people understood the information which was given to them.

People were supported toexpress their views about the care they received, and feedback in surveys and meetings was generally positive.

People's independence was promoted, and they chose how they spent their time. People were supported by staff to take part in activities and pursue their interests. People were encouraged to maintain relationships that were important to them, and friends and family could visit at any time.

Some people were aware of their care plans and were involved in reviewing these. Relatives all told us they were involved in developing and updating care plans.

People were respected and their rights were protected. People were asked about their preferences, and these were documented for to ensure staff were aware.

If concerns or problems arose, people and relatives felt able to contact members of the management team or other staff. A range of opportunities to give feedback about the service were available. Where comments were critical, these were reviewed, and improvements made where possible.

Staff received training in equality and diversity and were alert to potential discrimination or inequalities. They aimed to address barriers to improve people’s care and provided culturally appropriate care which met people’s preferences and needs. There was high level of awareness of and adherence to equality and human rights legal requirements in the organisation.