Avelo Care is a Good-rated domiciliary care agency whose Caring domain was rated Outstanding, driven by an exceptional person-centred culture with staff consistently going far beyond agreed care packages to support people's holistic wellbeing. The sole area for improvement was the need for greater detail in some care plans, which the provider began addressing during the inspection.
Concerns (2)
minor
Care planning
: “parts of the care plans needed further development to ensure the level of detail was available to support people should their usual staff be unavailable.”
minorCare planning: “One person had specific requirements around how their food and meals should be managed but there was no information in their care plan about it.”
Strengths
· Staff were extremely kind, compassionate and treated people with respect, consistently going above and beyond agreed care packages.
· Strong person-centred culture with outstanding examples of holistic, individualised support significantly improving people's mental wellbeing.
· Proactive risk management including a trained trusted assessor able to order equipment directly, reducing delays.
· Medicines managed safely with monthly MAR chart audits and competency checks on staff administering medicines.
· Effective infection prevention and control measures with regular staff spot checks and adequate PPE supply.
Quality-Statement breakdown (24)
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood