Archived: Avalon Scarborough Services

Not everyone supported by Avalon Scarborough Services received support with a regulated activity; CQC only inspects the service being received by people provided with 'personal care'. This includes help with tasks related to personal hygiene and eating. When people do receive support with a regulated activity we consider the wider social care support provided. At the time of our inspection 109 people received support with a regulated activity.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

People told us they received safe support. Staff received safeguarding training and understood potential signs of abuse and how they would report any concerns. People received their medicines as prescribed. Audits of medicines were completed and actions were taken to address potential root causes of any issues. Accidents and incidents were reported as required and investigations completed to ensure steps had been taken to address any areas of risk. Comprehensive risk assessments were in place.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. People told us staff sought their consent before providing any care.

Staff completed mandatory training and specialist training when required. Staff competency was regularly assessed to ensure they had the skills and knowledge to provide safe and effective care. Staff received on-going support by way of supervision and appraisals. People had access to healthcare professionals and staff sought professional advice and input.

People who used the service told us staff were kind and caring towards them and offered emotional support. Staff promoted people’s dignity and privacy through their interactions with them. Staff demonstrated a thorough understanding of people’s needs and current circumstances and spoke about people in a respectful manner. People were encouraged to be independent. Information about advocacy services was available to ensure people had access to independent support when needed.

People received person-centred support. People’s care plans were descriptive and clearly explained their needs, wishes and preferences. Some people’s reviews were behind schedule, however when reviews were completed they were detailed and outcome focused. Staff supported people to engage in activities of their choosing and told us how much they enjoyed this. The staff team were aware of issues relating to equality and diversity.

We received positive feedback about the registered manager and management team from staff members and people who used the service. The registered manager was noted to be supportive and approachable. The audits completed by the registered manager and provider were effective in identifying and addressing any issues which may affect the quality or safety of the service. There were a variety of internal meetings to ensure staff received important information and updates, and had an opportunity to discuss any concerns or issues.

We found that care plans were up to date and very detailed. Where appropriate the service had made referrals or sought input from other services such as medical professionals and there was a system in place for recording information received from other agencies and organisations.

Staff recruitment was thorough and induction covered a wide range of topics that ensured staff were able to support people appropriately. Staffing levels were monitored and managed by office and managerial staff and there were systems in place to ensure that people received appropriate care at the right time.

There were substantial quality assurance systems in place and these were followed by management and utilised to ensure that the quality of the service received was of a high standard. There was a complaints system in place that was used by staff appropriately and complaints received had been dealt with to the satisfaction of complainants.

We used a number of different methods to help us understand the experiences of people who used the service. We talked to three people who used the service and one relative of a person who used the service. We also gathered evidence of people's experiences of the service by reviewing care records and other documentation.

People were happy with the service they were receiving. People who used the service, staff and family members felt that the organisation was focussed on the individual, and that they would go the extra mile to provide support that worked for people.

One family member told us "Its amazing, I am very grateful".

One person who used the service told us "They are a blessing in a lot of ways".

The service was working positively with people, and was thorough in its attention to detail and updating practices wherever possible. The level of involvement was extremely good, and the provider was working at a high standard.