Avon Court

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment: 3 December to 4 December 2024. The service is a care home providing support to older people living with dementia. This was a responsive inspection due to concerns raised about the management of risks for people. The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. There were systems to ensure people were protected and kept safe. Staff understood and managed risks. However, risk assessment documents had not always been kept up to date. The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. However, the deployment of staff meant people on the ground floor of the home waited too long for support with meals. Staff received training and regular appraisals to maintain high-quality care. Medicines were managed well and involved people in planning any changes. There was a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally and free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with other professionals to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.

People's experience of this service

Relatives were positive about the care people received. People felt safe and were involved in planning their care and understood their rights. Relatives said people received good care from knowledgeable staff who treated them as individuals. Relatives’ comments included, “They saw [person] as an individual not a problem” and “They have worked with the GP to review [person’s] medicines, which has really helped.” When people could not directly tell us about their experience we used a structured observation tool to assess whether they received good care. This approach demonstrated people were included and listened to and staff interacted positively with them. However, we also saw that people waited too long for support with meals on the ground floor of the home. People knew staff and leaders well. One relative told us, “They know [person] very well and understand him. The staff are brilliant. The love and respect they show us is fantastic.” Relatives told us the service involved other professionals where needed. Comments included, “The manager is very responsive and available. They have involved the specialist dementia nurses in developing support strategies” and “I am very happy with the new manager. They are very open and honest and it is clear the residents are their priority.”