Avant (Sutton)

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

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service since their registration in June 2024. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received care and support tailored to their individual needs. People’s records reflected their choices and preferences for how their care and support should be provided. This helped staff deliver the care and support people wanted. Managers undertook regular checks with people to ask for their feedback about the care and support provided and whether this was continuing to meet their needs. One person told us, “I’ve had two reviews already. I’ve only been with them since January. The only change has been to make the carers visit earlier.” Managers said any changes requested by people were responded to promptly and care and risk management plans were updated accordingly so that staff had current information about people’s needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People’s care and support was planned and delivered in line with their individual needs and preferences for how and when this should be provided. Staff understood the diverse needs of people using the service and made sure the care and support they provided was in line with people’s individual needs and preferences. The service worked with others to ensure people received appropriate care and support from everyone involved in their care. Healthcare professionals told us the service worked well with them and there was a joined up approach to ensuring the needs of people were met.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with information in a way they could understand and that met their communication needs. Staff were aware of people’s communication needs and provided information in a way they understood. A staff member told us, “I always understand people’s care needs by good communication skills and giving them a good listening ear because every information from my service users are very important so I communicate with them every time to make sure everything is right.” There were arrangements in place to ensure people received information in an accessible way that met their individual needs. This was assessed and recorded in their care plans and shared with staff to ensure these needs would be met. The service made information available to people in a format that met their individual needs. For example people who had difficulty with reading, could receive information in large print.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People knew how to give feedback, raise concerns or make a complaint. Managers listened to people and took action in response to make changes when these were needed. One person told us, “We haven’t made a complaint. We have only discussed visit timings at the beginning. Oh yes, they are very good at sorting things out.” A relative said, “I complained about a carer and they didn’t send her again. No other concerns. They sorted it.” There were arrangements in place to support people to raise concerns and complaints if they needed to. The service had a complaints policy and procedure which set out how any complaints would be dealt with and what people could do if they remain dissatisfied with the service’s response.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us the provider had made recent improvements in this area and people were now getting care calls at the times of their choosing, by a regular team of staff. The service was flexible and accommodated changes to timings of care calls when people wanted this. For example, at the time of this assessment, some people were observing Ramadan and had asked for care calls to take place at different times to meet their needs during this period. Managers undertook regular assessments, monitoring and reviews of people’s care needs and used information about people’s choices and preferences to make sure care calls were scheduled at the times people wanted.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff understood people’s right to receive care and support that met their individual needs. A staff member told us, “I treat everyone equally and fairly, respecting their individual needs and cultural backgrounds while adhering to equality and diversity policies.” Another staff member said, “I make sure my clients are treated equally by paying attention and listening carefully to their concerns, irrespective of their age, sex, race, etc. I report their concerns to the office, follow up and give feedback to my client.” Managers made sure care and support was delivered in a way that removed barriers to people that might discriminate against them due to their protected characteristics. The senior branch manager told us, “We have a person that has a tilted wheelchair and the carers couldn’t get the person out (in the community) because they were not confident using this. We got the occupational therapist involved to show carers how to use this and they go out more now with the person to local areas and museums.” Managers undertook regular assessments, monitoring and reviews to make sure information about people’s individual needs and wishes in relation to their protected characteristics, was used to plan people’s care and support. Staff had access to this information through people’s care records. Staff received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider had arrangements in place to obtain information about people’s individual needs and in particular their wishes for the support they wanted to receive at the end of their life. This helped to make sure staff would know what to do to make sure people’s wishes and choices were respected at the appropriate time.