Avon Reach

This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remained accurate. We found the service had made significant improvements and demonstrated exceptional practice across several areas. As a result, the service is now rated outstanding.

People received exceptionally personalised care and support from staff who knew them well and consistently sought to understand what mattered most to them. Staff worked in partnership with people to achieve goals, fulfil aspirations and maximise independence, often finding creative solutions to overcome barriers that might otherwise have limited opportunities. People were supported to maintain important relationships, pursue lifelong interests and continue participating in activities that reflected their identity, values and personal aspirations. This resulted in meaningful improvements in people's independence, wellbeing, confidence and quality of life.

Staff worked proactively with people, relatives and healthcare professionals to deliver care based on current evidence, specialist guidance and best practice. Care was regularly reviewed and adapted in response to people's changing needs, with staff demonstrating a detailed understanding of the individuals they supported. Examples reviewed during the assessment showed how timely assessment, monitoring and intervention enabled people to maintain mobility, achieve positive health outcomes, avoid unnecessary distress and continue living fulfilling lives. The provider maintained strong partnerships with healthcare professionals, educational organisations and community groups, ensuring people benefited from coordinated support and access to a wide range of opportunities.

There was a warm, inclusive and compassionate culture throughout the service. People appeared relaxed, confident and comfortable in their interactions with staff and leaders, and consistently described positive relationships built on trust, kindness and respect. Staff recognised and responded to people's emotional, social, cultural and spiritual needs, supporting people through both everyday experiences and significant life events. Care extended beyond meeting physical needs and focused on helping people experience joy, purpose, dignity and fulfilment.

Leaders were visible, approachable and highly effective in creating a culture of innovation, learning and continuous improvement. They actively encouraged staff to develop confidence, take ownership and contribute ideas which enhanced people's experiences and outcomes. This had created an empowered workforce capable of delivering exceptional person-centred care and developing innovative solutions to meet individual needs. Staff felt valued, supported and included, and described leaders who invested in their wellbeing, development and success.

The provider demonstrated a strong commitment to partnership working, community engagement and continuous learning. Innovation was embedded throughout the service and included creative approaches to supporting wellbeing, rehabilitation, infection prevention and social inclusion. Learning from external partners, specialist professionals and educational organisations was routinely translated into practice, resulting in measurable improvements in people's experiences, safety, independence and quality of life.

Feedback from people, relatives, staff and professionals was overwhelmingly positive. People consistently described a service where they were listened to, respected and valued as individuals. Relatives spoke positively about the quality of support, relationships with staff and the difference the service had made to people's lives. Professionals consistently described effective partnership working and high standards of care. As a result, people experienced care which was safe, effective, caring, responsive and well-led, and benefitted from a service that consistently placed their wellbeing, independence, aspirations and quality of life at the centre of care delivery and service development.