Avengers Prime Care

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• 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 provided with person-centred care, one that focused on supporting them to access the community and enabling them to participate in activities and events of their choice. The registered manager said they took complaints seriously and would always respond, however one person said they did not always feel listened to. People received continuity of care as they saw the same team of carers.

This service scored 61 (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 this aspect of their care. A friend of one person said, “Given the challenges, Avengers score 8+ out of 10.”

Staff told us they were there to provide care to people in the way they wished it. Staff told us about one person and how they liked staff to stay calm when providing care as this helped reduce any anxiety.

We did not receive any feedback from people about this quality statement for this assessment.

The registered manager told us, “We ensure continuity by providing the same staff all the time. In 2 years, we have not had to use any agency staff.”

We did not receive any feedback from partners about this quality statement for this assessment.

A team of carers had been recruited to provide care and there was an ongoing recruitment drive by the registered manager to reduce any need for the use of agency.

We did not receive any feedback from people about this quality statement for this assessment.

A staff member said, “We always carry out a handover when we come on shift. This ensures that we have the most up to date information about the person.”

Information was provided to staff through people’s care plans and contact from the registered manager. Staff shared relevant information about people to help ensure that staff knew the most up to date situation about a person.

People said they felt they were not always listened to. One person said, “The staff are very good, but not so much the manager. I feel I have not always been taken seriously.”

The registered manager felt they listened to people, telling us, “I have team meetings with staff, people and others. I listen to what they want and they know how to raise a complaint if they wish to and we would take it seriously.” Despite this, we had heard from one person they did not feel listened to. We told the registered manager about this and they said they would meet with the person.

Although there were systems in place which indicated surveys were carried out with people, these were written in general terms and did not include direct feedback from the person. For example, we read ‘Collaborate closely with the client to identify specific areas of dissatisfaction and develop targeted interventions to address these issues. This may include additional training for carers on managing challenging behaviours and providing mental health support’. Yet, there was no detail of the person’s direct feedback and how they felt their care could improve. However, we did read that the registered manager met with individuals, staff and other involved with a person to discuss a person’s needs. We noted too that the registered manager planned to reintroduce annual staff surveys.

One person told us they planned to visit their family member next year and said, “I will be taking the staff with me.”

Staff said they supported people to access the community. One staff member said, “It is good for [person’s name] to go out and good for his mental health. If he wished to go out in the evening, we would do that.”

The registered manager worked with people and staff to enable people to participate in activities and reach their individual goals.

We heard people were enabled to participate in experiences of their choice. A friend of one person said, “We have just got him a trail wheelchair which is what he wanted and arranged with the carers for them to follow him so he won’t be going out on his own.”

The registered manager worked with external partners to enable people to experience activities of their choice. They told us, “We are speaking with the Integrated Care Board and [person’s name] to arrange for him to be able to use his terrain bike, we are also discussing his wish to go abroad next year as he will need carers with him.” A staff member said, “In the past we have supported him to go out at night to meet friends or family.”

People set goals and aims and staff supported them to work towards these. These were recorded in people’s care plans. One person was planning to take a holiday abroad next year and already plans were being formed to enable this to happen.

We did not receive any feedback from people in relation to this quality statement for this assessment.

We did not receive any feedback from staff or leaders in relation to this quality statement for this assessment.

The agency did not currently provide care to anyone who was at the end of their life. However, we saw from records that staff completed end of life training as part of their learning for the role.