Avid Care Ltd

Staff spoke of people with respect. People told us they felt very well cared for and their carers were polite. People felt they were encouraged to be as independent as possible, and they could comfortably express their views and be in control of their care.

The provider supported individual communication needs exceptionally well. Care plans had been translated, and fluent staff allocated to people whose first language was not English. Staff had access to creative tools to communicate with people who had delayed speech and processing of information. Staff supported people to enjoy activities which were meaningful to them in addition to their care plan requirements. The provider responded to complaints sensitively and thoroughly; measurably improving care for people as a result. People had an equal opportunity to receive the same quality of care.

The registered manager was spoken of very fondly by staff, people and their relatives. There was confidence in the management, and pride in contributing to the ethos of inclusivity. The registered manager had committed to extensive, thorough monitoring and open communication which had proactively reduced potential risk or quality concerns. People and relatives were engaged with the provider and had trust in their ongoing care.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk