Avenue House - Bristol

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

People were respected and their rights were protected. People were asked about their preferences, and these were documented for to ensure staff were aware. If concerns or problems arose, people and relatives felt able to contact members of the management team or other staff. A range of opportunities to give feedback about the service were available. Where comments were critical, these were reviewed, and improvements made where possible. Staff received training in equality and diversity and were alert to potential discrimination or inequalities. They aimed to address barriers to improve people’s care and provided culturally appropriate care which met people’s preferences and needs. There was high level of awareness of and adherence to equality and human rights legal requirements in the organisation.

This service scored 75 (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.

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

Regular meetings were held with people who lived at the service and relatives. This provided opportunities to give feedback about the service. Surveys were also used to gather views. Some of these were specific (for example, relating to food) and others covered a wide range of subjects. Responses suggested people has positive experiences of the service. Where comments were critical, these were reviewed, and improvements made where possible. Staff also completed regular surveys. The sample we saw contained positive feedback and staff appeared happy working at the service. The provider aimed to maintain staff satisfaction to ensure they continued to provide high quality, safe care that meets people’s individual needs. There was a high level of awareness of and adherence to equality and human rights legal requirements in the organisation. The provider was motivated to address barriers and make reasonable adjustments to improve people’s experience and outcomes.

People and their relatives told us people were respected and their rights were protected. One relative said, “They listen to her and act on what she says. They respect her and her rights are respected. The management are very clear as to where their boundaries lie and people’s rights.” A person who lived at the service told us staff had asked about their preferences, “They asked if a man could care for me. Doesn’t bother me. You tell them what you want, and that’s how it goes.” Staff provided culturally appropriate care and were aware of people’s preferences and needs. They respected and met people’s individual needs relating to food, beliefs, lifestyle and care choices. The service was set up as a Quaker care home, but relatives told us staff were respectful and supportive of people’s different beliefs. One relative said, “Staff know [Name] very well indeed. They take into account their cultural beliefs. [Name] goes to church every Sunday. Staff would support you to continue any beliefs you have.”

Staff received training in equality and diversity and were alert to potential discrimination or inequalities. They aimed to address barriers to improve people’s care. For example, by providing specific food types, or observing preferences in people’s routines. The management team told us people’s diverse needs were assessed and considered as part of the care planning process. The ethos and values of the service reflected Quaker beliefs. Everyone involved with the service was encouraged to value and respect each other as a unique individual. We saw these values replicated in the culture of the service and working practices. The staff team was diverse, but the management team told us they were working towards further improving cultural diversity at all levels of the organisation.

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.