Archived: The Pavillions

The Pavillions is a domiciliary care agency that provides personal care support within an extra care housing scheme, to people in their own homes. The service supports older people some of whom are living with dementia, a sensory impairment, a physical disability and people with mental health support needs. The extra care housing scheme consisted of one building, that housed 40 one-or two-bedroom flats in Peterborough. At the time of our inspection there were 14 people using the care agency service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

Staff used their training to safeguard people wherever possible and support people to keep them safe. If staff had any concerns about people, they knew where to report this. People received their medicines as prescribed and staff ensured they followed infection prevention guidance and good practise. Where people needed this assistance, staff helped people eat and drink.

Staff were caring and knew people’s individual needs and preferences well. Staff listened and respected people’s concerns and suggestions. Staff gave people privacy, treated them with dignity and respect when supporting them, and helped maintain people's independence. Staff involved people, their relatives, advocates and power of attorneys when reviewing people’s care. Staff were responsive to people’s changing care and support needs. Compliments about the service had been received. Complaints were investigated and resolved wherever possible and actions were taken to reduce the risk of recurrence.

Enough skilled and suitable staff had been safely recruited. The registered manager and the staff team took on board learning when things went wrong.

Staff knew people's individual assessed needs and risks. Care plans were reviewed and updated when changes occurred. Staff had received the required training, spot checks and ongoing support to help them maintain and improve their skills to fulfil their role and responsibilities.

Monitoring and oversight of the service was effective in identifying and driving improvements. The registered manager led by example and had cultivated an open and honest staff team culture. Audits were undertaken to monitor the service provided and the registered manager reported weekly to the board of directors to ensure organisational oversight was in place. The registered manager and staff team worked well with other organisations, health and social care professionals to provide people with joined up care.

People were supported to have maximum choice and control of their lives and staff supported in the least restrictive way possible and in their best interests.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service under the previous provider was Good, published 30 June 2017. This service was registered with us on 01 July 2019 and this is the first inspection.

Why we inspected

This inspection was based on the service being unrated under its current provider's registration.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.