KEEPING YOU SAFE ~ Ensuring Quality Care and Service Delivery

Setting Standards
We want to deliver the kindest possible care for our Service Users. One of the ways that we achieve that is by making sure that operates to the highest standards possible, ensuring that we meet the required regulation of the local authority and the Care Quality Commission. Avalon must abide by a strict set of operational policies and procedures which set the company standards for quality care and service delivery.

Externally Regulated
Sefton council Commissioning service for adults.

www.sefton.gov.uk/social-care/care-and-support-for-adults.

Care Quality Commission

www.cqc.org.uk

Normally, these take the form of unannounced visits day or night every year.

Vigilance is Vital
We don’t wait until the official inspectors tell us that we have a problem. If we notice anything that might be an early warning of something going wrong – such as a rise in complaints, falls, weight loss, pressure sores, unusual incidents or accidents – we’ll investigate right away.

Service Quality Inspectors
We employ STORM Consultancy (www.stormconsultancyuk.com) to carry out announced and unannounced inspections of our home throughout the year. These check consist of CQC Compliance Organisation Checklist & Action Plan / Health & Safety Checks / Fire Assessment Checks. Alone with other outside agencies which will ensure that we stay within regulation of the CQC and law. These inspections ensure that Avalon is working to our high-quality standards. After they’ve inspected the home, the inspectors work with the care home Registered Manager and the care team to look at ways of improving and enhancing operational performance. In this way, our services continually evolve under a programme of constant checks and improvement.

Regular Checks
The inspections don’t end there. Members of our senior team regularly carry out thorough audits and review all aspects of our services. The home Registered Managers’ or Deputy Managers’ typical day requires them to carry out a walk-around inspection to ensure that every member of their team is working to our strict quality standards.

We Value Feedback
We actively encourage feedback from Service users, relatives and colleagues to identify areas of strength or weakness of our home, or to tell us about an idea or suggestion.

We carry out annual Service user, relative and colleague surveys. We analyse and review the results and we create action plans for improvement and enhancement. We also encourage Residents and relatives to publish reviews on www.carehome.co.uk the care sector’s leading customer review site.
The health and wellbeing of the people we support is our first priority.

Confidential Whistle Blowing
Any concern about any aspect of the care or service in Avalon, can be reported to Management within Avalon, if you feel that your concerns have not been addressed within the Management of Avalon you can contact the following authorities:

• Care Quality Commission (Independent Regulator of Health & Social Care) Tel: 03000 616161
• Sefton Social Services. Tel: 0151 934 3737