Averill House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Feedback was collated from people and their relatives. Feedback was positive. Staff told us they would challenge any discrimination they felt was harmful to people and were confident to raise any concerns with the registered manager. There were processes in place to ensure care was coordinated and people received the right support at the right time.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People felt staff listened to them and they were able to feedback on care formally and informally. Relatives told us, “They do ask for my feedback on the place. They have a once-a-year review. Everything is to my liking and I’m very happy with [Names] care. They keep me informed and up to date with everything.” and “The manager is very nice and if I needed to talk to her, I am sure it wouldn’t be a problem.” and “The manager was very helpful and approachable when I spoke with her.”

Staff told us they treated people equally and understood how they should work to support people’s human rights. Staff felt they made a difference to the quality of life to people living at the home and told us, they would call out any unfair or discrimination to people in their care by reporting their concerns to the management.

There were processes in place to coordinate care and support, particularly for people who were living at the home under a discharge to support agreement following a stay in hospital. These people were supported by a multi-disciplinary team to ensure they received the right care and support going forward. People who lived permanently in the home had wider support from health and social care professionals when required. Feedback from people had been gathered in September 2023 with people confirming they would likely recommend Averill House to others. Other comments included improving the provision of activities. People and relatives were also provided with the opportunity to feedback at resident and relatives’ meetings.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.