CQC report explained · a residential care home
What the CQC found at The Avenue
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors found risks were assessed and reviewed, accidents were followed up, and there were enough staff to keep people safe. Medicines were administered safely and records were completed appropriately.
- Effective?
- Good
- Care plans reflected people's needs and choices. Staff had suitable training and support, worked with health professionals, and supported people with nutrition, hydration and access to healthcare.
- Caring?
- Good
- People were treated with kindness, dignity and respect. Relatives said they were listened to and included in decisions about care.
- Responsive?
- Outstanding
- Support was exceptionally personalised and flexible. People were helped to make choices, build skills, maintain relationships and take part in activities, social events and holidays that mattered to them.
- Well-led?
- Outstanding
- Inspectors found exceptional leadership, teamwork and communication. The managers and staff used feedback, meetings and audits to improve people's quality of life and involve them in how the home was run.
What inspectors found, February 2020
The Avenue was rated Outstanding overall; inspectors found highly personalised care, with all five areas rated Good or Outstanding.
The inspection took place on 5 February 2020. One inspector reviewed care, medicine and management records, observed support, and spoke with relatives, staff and health and social care professionals. The home was supporting three people with learning disabilities.
Inspectors found people were safe, supported by trained staff, and given their medicines correctly. People were treated with kindness and respect. Their care was highly individualised, and staff helped them develop independence, communication, social skills and confidence.
Responsive care and leadership were rated Outstanding. Safe, effective and caring were rated Good. The overall Outstanding rating means the inspection found exceptional and distinctive practice overall. The previous overall rating was Good, published in June 2017.
Personalised support
People were closely involved in planning their care. Staff used pictures, signs and symbols where needed, and supported people to have choice and control.
“People's individual needs and preferences were central to the planning and delivery of care and support.” from the report
Independence and opportunities
Staff helped people build life skills, confidence and social involvement. Inspectors gave examples including international travel, improved access to activities and greater independence.
“The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion.” from the report
Strong leadership
The management and staff team worked closely together and with families and professionals. They regularly reviewed people's experiences and acted on suggestions.
“The leadership and team working within this service was exceptional.” from the report
Safe medicines practice
Staff were assessed as competent and supported people to take medicines at the right time. Inspectors found medication records were completed appropriately.
“People were safely supported to take their medicines at the right time, by staff whose competency was regularly assessed.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you learn and use my relative's preferred way of communicating?
- 02How would my relative be involved in decisions about their care, meals, activities and daily routines?
- 03What opportunities would my relative have to develop independence and take part in activities or holidays?
- 04How would you work with our family and health and social care professionals to review and update the care plan?
- 05How do you check that staff remain competent to support medicines and manage any risks?
This was a planned inspection covering all five CQC questions, with the previous ratings used as a comparison. This explanation was written from the published report of 25 February 2020 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, June 2017
The Avenue was rated Good overall, with Outstanding leadership and inspectors finding safe, caring and personalised support.
This was an unannounced inspection on 10 May 2017. One inspector met two people, spoke with relatives, managers and a staff member, and observed care and staff interactions. The inspector also checked care records, staff files and management records.
The home supports up to three people with learning disabilities. Inspectors found enough staff, suitable recruitment checks, safe medicines arrangements and suitable risk assessments. Staff were trained and supported, and people's health, communication, choices and dietary needs were considered.
Care was described as kind, respectful and person centred. People had activities based on their interests and were supported to keep relationships with family and friends. The home was rated Good in Safe, Effective, Caring and Responsive, and Outstanding in Well-led. The overall rating was Good, the same as at the previous inspection in December 2014.
Personalised end-of-life care
The home worked with families and other agencies to respect people's wishes at the end of their lives. Inspectors found this support promoted dignity and comfort.
“The registered manager pro-actively worked with all agencies to ensure people's choices were upheld” from the report
Kind and respectful staff
Staff were observed communicating positively and treating people with kindness, dignity and respect. They used practical ideas to help people manage anxiety.
“We saw that people were respected by staff and treated with kindness.” from the report
Strong leadership
The home had an open and inclusive culture. Managers worked alongside staff, involved them in running the home and acted on feedback.
“The service had an exceptionally positive culture that was person centred, open and inclusive.” from the report
Good links and activities
People were supported to take part in activities they enjoyed, spend time with family and friends, and use local facilities.
“The service maintained excellent links with the local community.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you currently assess and record my relative's communication needs and personal preferences?
- 02What activities are currently available, and how are they chosen with each person?
- 03How do you support people to keep in contact with family and friends?
- 04What training and supervision do staff currently receive for learning disabilities and each person's specific needs?
- 05How are medicines, risks and health changes checked and recorded?
This was an unannounced comprehensive inspection covering all five key questions; the previous inspection in December 2014 had also rated the service Good overall and Outstanding for well-led. This explanation was written from the published report of 27 June 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of The Avenue
3 rated inspections over 5 years: the service has improved, from Good to Outstanding.
- February 2020Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- June 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Outstanding
- April 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Outstanding
- January 2014
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 26 November 2010.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
36 live-in carers within about an hour of Darlington
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £970 to £1,230 a week. 35 can care for a couple. 11 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.