Avenues London - 1a Webb Road

Staff understood their roles under the Mental Capacity Act staff supported people in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Right Care: People had personalised plans for their care but these were not always up to date. Records did not evidence if or how people were supported to identify or achieve their aspirations and goals.

Staff knew how to protect people from poor care or abuse. Medicines were safely managed. People were protected from the risk of infection. People's nutritional needs were met. Staff received appropriate training to meet people's needs. Staff enabled people to access health and social care support in the community. The service worked with people to plan for when they experienced periods of distress or anxiety. Staff had training on equality and diversity, and they considered people's diverse needs.

Right Culture: It was not evident that people were engaged or consulted about the running of the service. There were no residents' meetings. Records of key worker meetings did not evidence how people's views about the service were sought or acted on.

The service did not proactively consider aspects of people's support needs with a view to increase their

autonomy, their participation in activities of their preference, or empower them to lead fuller lives in the community.

The provider audited the quality of support provided to people. An action plan had been developed to address areas they had identified for improvement. However, this had not always identified issues we found, or actions had not always been addressed in a timely way.

Feedback about the new manager was positive. They and the provider were open and honest about the current shortfalls with the service. They had made some improvements to the service prior to the inspection. The provider and manager showed us how they had been working to address the culture and were aware it was a work in progress.