Operated by Avenues East

Mandalay

Requires improvementRated 24/01/2024Home care · Saffron Walden

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Requires improvement

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Requires improvement

Services are tailored to people's needs.

Well-led

Requires improvement

Leadership and culture support quality care.

What inspectors found

30 findings

Note22 Feb 2024
Respecting and promoting people's privacy, dignity, and independence
Note22 Feb 2024
Supporting people to express their views and be involved in making decisions about their care
Note22 Feb 2024
Ensuring people are well treated and supported, respecting equality and diversity

Note22 Feb 2024
Supporting people to live healthier lives, access healthcare services and support
Note22 Feb 2024
Supporting people to eat and drink enough to maintain a balanced diet
Note22 Feb 2024
Assessing people's needs and choices, delivering care in line with standards, guidance, and the law
Note22 Feb 2024
Ensuring consent to care and treatment in line with law and guidance
Note22 Feb 2024
Staff support: induction, training, skills, and experience

Note22 Feb 2024
Effective infection prevention and control measures were in place with adequate PPE and up-to-date IPC policy.
Note22 Feb 2024
Staff felt supported and were able to raise concerns with management; the culture was described as open and inclusive.
Note22 Feb 2024
People had access to information in accessible formats including pictorial images, one-page profiles, and visual daily planners.
Note22 Feb 2024
The service worked effectively with other professionals including local authority, speech and language therapists, learning disability nurses, and GPs.
Note22 Feb 2024
Safe recruitment processes were followed including DBS checks, references, and identification checks.
Note

Note22 Feb 2024
End of life care and support
Note22 Feb 2024
Supporting people to develop and maintain relationships to avoid social isolation
Note22 Feb 2024
Meeting people's communication needs
Note22 Feb 2024
Planning personalised care to ensure people have choice and control and to meet their needs and preferences
Note22 Feb 2024
Improving care quality in response to complaints or concerns

Note22 Feb 2024
Preventing and controlling infection
Note22 Feb 2024
Systems and processes to safeguard people from the risk of abuse
Note22 Feb 2024
Assessing risk, safety monitoring and management; Learning lessons when things go wrong
Note22 Feb 2024
Using medicines safely
Note22 Feb 2024
Staffing and recruitment

Note22 Feb 2024
Continuous learning and improving care; Working in partnership with others
Note22 Feb 2024
Engaging and involving people using the service, the public and staff
Note22 Feb 2024
How the provider understands and acts on the duty of candour
Note22 Feb 2024
Promoting a positive culture that is person-centred, open, inclusive, and empowering
Note22 Feb 2024
Managers and staff being clear about their roles, and understanding quality performance, risks, and regulatory requirements