Avon Court

The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. There were systems to ensure people were protected and kept safe. Staff understood and managed risks. However, risk assessment documents had not always been kept up to date. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. However, the deployment of staff meant people on the ground floor of the home waited too long for support with meals. Staff received training and regular appraisals to maintain high-quality care. Medicines were managed well and involved people in planning any changes.

There was a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally and free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with other professionals to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.