Avelo Care

Updated 12 April 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 1 inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave a short period notice of the inspection because we initially planned to inspect using remote technology. When we inspect using remote technology the performance review and assessment is carried out without a visit to the location’s office. We would use technology such as video calls to enable us to engage with people using the service and staff, and electronic file sharing to enable us to review documentation.

We converted from a remote inspection to an onsite inspection where we visited the registered office so we could further explore evidence the provider presented as part of the inspection.

Inspection activity started on 09 January 2023 and ended on 30 January 2023. We visited the location’s office on the 30 January 2023.

What we did before the inspection

We reviewed information we received about the service since the last inspection including things the provider must notify us about, for example, accidents or safeguarding concerns. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 6 staff which included the registered manager, nominated individual, 2 senior staff and 2 care staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke to 5 people and or their relatives, we also received feedback from 5 relatives by email. We received feedback from 3 professionals who were involved in supporting people who used the service. We also received feedback from 3 staff by email. We viewed 5 peoples care plans, 3 staff recruitment files and other records relating to the management of the service.

Updated 12 April 2023

About the service

Avelo Care is a domiciliary care agency providing personal care to people living in their own homes in the community. The service provides support to older and younger people with dementia and people with physical or sensory disabilities. At the time of our inspection there were 49 people using the service.

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’s experience of using this service and what we found

People and relatives told us staff were extremely kind, compassionate and they were treated with respect. The provider supported people in a way which considered their wider holistic needs which had a significant impact on their mental wellbeing. Additional support was offered to people which surpassed their agreed packages of care. People were put at the centre of the service and the provider and staff demonstrated a highly empathetic approach which was sensitive and compassionate. People were supported in a way which allowed them to take as much control over their lives as possible. Their choices and views on the care they received was listened and responded to in an individual way. Promoting people’s independence was a fundamental part of the service’s culture and values. The provider understood the importance of supporting the wellbeing of staff which created a positive culture where staff felt well supported and listened to. A positive approach to equality and diversity was well embedded in the service.

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.

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

Rating at last inspection

The last rating for this service was good (published 28 December 2016).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Avelo Care on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.