“An exceptional quality of care (placing) people’s mental wellbeing at its heart” has resulted in an Outstanding grading from the Care Quality Commission for Avondale House in Westgate.
Avondale House, run by Avondalecare (Kent) Limited, provides accommodation and support to people living with a mental health condition, a learning disability or who are autistic.
There were eight people living at the home during the latest inspection, which was carried out as part of CQC’s routine monitoring of adult social care services.
CQC has upgraded the previous 2019 ratings for caring, responsive, effective and well-led from good to outstanding and has re-rated how safe the service is as good.
Inspectors noted: “People and relatives spoke passionately about the difference the home and individual staff had made to their lives, which had allowed them to achieve the things that mattered to them and live with maximum independence and control over their care.”
The CQC report adds: “Staff and the service embraced a culture of placing people at the heart of their care, which empowered and challenged them to achieve their goals and the things that mattered to them.”
The inspectors praised the support given to people to explore and be in control of their own mental health in a safe and accessible way, through use of regular focused conversations, best practice and input from specialist services.
They noted there were robust care plans in place and a strong focus on supporting positive risk taking, with people able to actively engage with the local community including developing relationships or taking part in activities linked to their passions and interests.
‘Incredibly proud’
Heading up the Avondale team is director Andy Waters and wife Stephanie who moved to the isle from London 17 years ago.
Andy has incorporated his creative and arts background into everyday practices at Avondale while Stephanie oversees everything from HR to policy and governance.
Andy said: “We are incredibly proud to have received an Outstanding rating from the Care Quality Commission. This achievement reflects the dedication, compassion, teamwork and creativity of our staff, who consistently go above and beyond.
“I would also like to thank the people we support and their families for their trust and valuable feedback, which continues to inspire us and shape everything we do.
“We are immensely proud of what we have achieved together and remain fully committed to continually improving the care and support we provide.”
‘Life-changing impacts’
Amy Jupp, CQC’s deputy director for the South East, said: “When we inspected Avondale House, we found a home where people were exceptionally well cared for and treated as individuals, with their own rights and freedoms.
“Staff understood that everybody living at the service had the capacity to make decisions for themselves and empowered them to make choices about their own care and lives. During our visits, we saw people being supported to attend community events, such as a Halloween party to socialise with friends.
“Leaders had created a culture that promoted rehabilitation and recovery. Staff told us how they helped people to access support groups for alcohol and substance misuse.
“People we spoke with explained how they were no longer dependent on drugs or alcohol, could maintain healthy relationships, and were able to engage with the wider community.
“Some people living at Avondale could pose a risk to themselves during periods of mental ill health, but there was clear and detailed guidance for staff on how to respond to and communicate with people in crisis. This meant staff were able to protect people, and themselves, from harm.
“People living at Avondale and their relatives told us of life-changing impacts. One person described how a staff member supported them to attend a support group, giving them the confidence to do this independently.
“Relatives shared that they no longer worried constantly about their loved ones, and one person told us the service had worked wonders for their relative, who had previously been scared to go outside.
“These outcomes were made possible by a well-resourced team with strong professional relationships with people. Staff told us they had the resources and guidance from managers to help them understand individuals and how best to support them.
“Everyone working at Avondale House should be incredibly proud of the exceptional care they are providing. Other services should look to this report as an example of outstanding practice.”
The report can be seen on CQC’s website
Find more about Avondalecare at https://www.avondalecare.co.uk/
