Avengers Prime Care

People were safe with staff as staff had been trained in safeguarding and put this training into practice. Staff had infection control training and used appropriate personal protective equipment when providing personal care. Staff followed good medicines management practices and people received the medicines they were prescribed, although we gave feedback to the registered manager on how they could strengthen their medicine processes. There were sufficient staff to care for people in a way that met their needs.

People’s needs were assessed prior to commencing with the agency. This helped ensure that their needs could be met. The registered manager worked with external professionals to help provide effective care and they continually monitored people’s changing needs so they could adapt care appropriately. Staff understood the principles of the Mental Capacity Act 2005 and put this into practice.

People received care from staff who respected them and protected their dignity. People said staff knew them well and enabled them to make their own choices and retain their independence where they could. Staff said they respected people as individuals and assisted them to stay in control of their care. Staff said the registered manager was mindful of their well-being and organised their work patterns so they had plenty of breaks.

People were provided with person-centred care, one that focused on supporting them to access the community and enabling them to participate in activities and events of their choice. The registered manager said they took complaints seriously and would always respond, however one person said they did not always feel listened to. People received continuity of care as they saw the same team of carers.

Staff told us they felt supported in their role and the registered manager was approachable. They told us they were a good team and worked well together. The registered manager consistently monitored the service to help ensure they were providing good quality care to people. They did this through meetings with people, staff and anyone else involved in someone’s care, staff meetings, audits and spot checks on staff to help ensure they were following good practice. The registered manager and staff learnt from accidents and incidents and they shared this learning with the appropriate authorities. The registered manager had a clear vision on how they wished to grow the agency in the future.