Avon Support

At the time of our visit the agency supported 15 people. 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. Six people received support with personal care. Some people who received personal care required support 24 hours a day while other people received support at pre- arranged times.

Staff were recruited safely, and there were enough staff to provide the care and support people needed it at the times they preferred.

Safe procedures to manage people's medicines and to prevent the risk of infection were understood and followed by staff. Regular checks made sure risks or errors were kept to a minimum.

People and their relatives made decisions about their care and were supported by staff who understood and followed the principles of the Mental Capacity Act 2005. 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.

Staff were caring and respected people's right to privacy and dignity and staff encouraged people to remain as independent as possible, as well as supporting people to maintain and improve their daily living skills. Care plans were personalised to support the person centred care the management team told us people received.

Call schedules, staff and people told us care was provided by a consistent care team, at the times people preferred. People were involved in how their care was delivered and ongoing reviews ensured it remained what people needed. This meant staff got to know people well, especially their individual routines and preferences. Staff encouraged people to remain as independent as possible by supporting people to do things they could do for themselves.

The provider's governance systems were operated and managed effectively to ensure good care outcomes for people that continued to meet their needs.

There was an experienced registered manager and management team who provided good leadership and were committed to providing a good quality service to people. It was evident that their commitment and passion to provide people with good care outcomes was central to the delivery of its service. People and staff found the management team open, approachable and responsive. Staff said it was a pleasure to work at this service and staff showed us a strong responsibility to support people in their care.