Availl (Norwich)

“At our last inspection the provider was in breach of regulation in relation to risk management. We saw during this inspection risks were now clearly identified, including falls, choking, PEG care [ PEG stands for Percutaneous Endoscopic Gastrostomy and is used when someone can’t eat or drink safely by mouth, for example because of swallowing problems]. Staff understood how to support people safely, and people told us they felt safe with all carers. People praised staff for maintaining dignity, providing emotional support, and working in ways that promoted independence and choice. Care plans reflected these values, with clear instructions about privacy, communication and personal routines.”

“Medication was managed safely overall. Medication Administration Records [MAR] audits for two people showed complete and accurate records with prompt reporting of minor errors.”

“Staff files were well maintained and showed safe recruitment practices and strong training coverage. Staff described leaders as supportive and approachable, and feedback evidenced a positive working environment where safeguarding responsibilities were well understood.”

“Feedback from people using the service was consistently good. People described staff as “kind”, “respectful”, “lovely”, and “very well trained”. Care plans strongly reflected dignity, choice, involvement, and people’s personal routines.”

“Governance systems were effective and demonstrated regular auditing of care plans, medication, incidents, feedback and staff files. Staff felt valued, supported and listened to. The management team had established a positive culture where concerns were welcomed, learning was encouraged and staff described leaders as visible and caring.”

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