Avengers Prime Care

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People received care from staff who respected them and protected their dignity. People said staff knew them well and enabled them to make their own choices and retain their independence where they could. Staff said they respected people as individuals and assisted them to stay in control of their care. Staff said the registered manager was mindful of their well-being and organised their work patterns so they had plenty of breaks.

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.

People were happy with the care they received. One person told us, “I can’t fault them (the staff). They are caring and respectful and treat me with dignity.”

Staff told us how they showed kindness towards people. One staff member said, “I always knock on the door, go in and say, ‘good morning, what can I do for you?” They went on to say, “When we carry out personal care we always have 4 towels to ensure that every part is covered. We don’t want him to hate being washed.”

We did not receive any feedback from partners for this quality statement as part of this assessment.

People felt they were treated as an individual. One person told us, “They (staff) listen to me. I can express myself.”

A staff member told us, “I ask him, ‘how can I help you’. I give him distance, I ask, ‘how do you want me to do this’ check he is comfortable and inform him of everything I am doing.”

Staff received training when starting work at the agency and some of their training covered topics to help them provide care in an individualised way, such as positive behaviour support.

People said they had choice in their care. One person told us, “I can’t fault the staff. I can express myself in how I want my care and they involve me.”

Staff told us they would ensure people made their own choices. Staff told us (of one person), “We set up his phone for him, so he can use it himself and he knows what he wants to watch on TV, so we put it on for him” and, “I encourage him to make his own choices. I don’t make decisions for him.”

Each person had a care plan. People’s care plans contained information of their wishes and goals and gave information on what they were able to do for themselves, or whether they had capacity to make their own decisions and choices.

People told us staff attended to them when they needed it. One person said, “I only have to call out and staff come in.”

Staff told us they were available for people at all times day and night. A staff member said, “As part of my induction I did three night shifts. You have to so you need to know what to do. We are available at all times to help him with whatever he needs.”

Staff told us they felt supported in their role. A staff member said, “The manager is always checking whether we need support. We are given regularly breaks because it is intense work.” The registered manager said, “We have 3-monthly mental health training and we had a group session which worked like a therapy group. It was good to all talk and share our feelings.”

Staff rotas showed that staff did not work excessive hours. This helped ensure that they were alert and able to carry out their role without feeling tired.