Avelo Care

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. 16 people were in receipt of personal care at the time of our inspection.

People were protected from harm and the risks of abuse. The provider recorded accidents and incidents and analysed them to identify patterns and trends. Staff were recruited safely, and people received support from staff who understood their needs. The provider had good oversight over staff calls and the support people received. Risk assessments were implemented, and action taken to reduce the risk of harm to people and staff. Medicines were managed safely; people or their relatives managed their own medicines and other people were supported by staff. There were effective infection, prevention and control measures to keep people and staff safe.

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. People were assessed before their package of care began or when their needs changed. Staff told us they felt well supported and received training and supervisions to carry out their roles effectively. People were supported to maintain a balanced diet where this was required. The provider worked with other professionals such as the local authority and district nurses so people could receive packages of care to meet there needs.

People had care plans which provided staff with information to support people appropriately in line with

their needs and wishes. Although staff understood the needs of people well, parts of the care plans needed further development. The provider took action to update the care plans during the inspection. Peoples communication needs were considered and there was information on how to effectively communicate with the individual in their care plans. People and relatives knew how to complain, and the provider had a policy for responding to complaints. Staff received training in end of life care, the provider supported people and relatives to consider this sensitive subject.

People, relatives, professionals and staff were extremely positive and complimentary about the culture and leadership of the service. Staff, the registered manager and provider understood their responsibilities. The provider had good oversight of the service and regular audits were completed to review the care and support people received. People, relatives, professionals and staff were asked for their views on how the service could improve. Staff and management were focused on continuous learning so the care people received could improve.