What the CQC found at 12 Church Avenue Harrogate

People said they were happy with how staff treated them. Inspectors saw staff using patient, positive and respectful communication.

“People received kind and compassionate care from staff who used positive, respectful language which people understood and responded well to.” from the report

Staff supported people to make choices, manage their medicines where possible and take part in work, leisure and community activities.

“Staff supported people to have the maximum possible choice, control and independence be independent and they had control over their own lives.” from the report

Staff understood individual communication styles and provided information in accessible formats, including braille and audio.

“Staff had good awareness, skills and understanding of individual communication needs, they knew how to facilitate communication and when people were trying to tell them something.” from the report

Low staff turnover meant people were usually supported by staff who knew them well. Staff received training, supervision and appraisals.

“Staff turnover was very low, which supported people to receive consistent care from staff who knew them well.” from the report

Managers were visible and people, relatives and staff could give feedback or raise concerns. The service worked with health and social care organisations.

“Management were visible in the service, approachable and took a genuine interest in what people, staff, family, advocates and other professionals had to say.” from the report

There were enough staff during the day and through the week, but not always enough flexibility after 4pm and at weekends. This could restrict people's opportunities to go into the community.

“People and staff told us that needed more staff after 4pm and on a weekend to support them, especially to go out in the community.” from the report

Care plans did not always explain clearly how people's future goals and aspirations would be achieved. The provider was changing the care plans at the time of inspection.

“It wasn't always clear how people would meet their future goals and aspirations.” from the report

The home was personalised, but some décor was dated and furniture was worn. The provider had a refurbishment plan.

“The home décor was dated and some of the furniture was worn and needed replacing.” from the report

Staff reported accidents and incidents in several ways, but records did not always show what action had been taken or what had been learned.

“Further work was needed to evidence action taken and lessons learnt.” from the report

The risk assessment for one person who took their own medicines needed more information. The provider reviewed it after the inspection.

“However, risk assessments for one person taking medicines themselves needed more information.” from the report