# Availl (Bury St Edmunds) *Operated by WilsonParker Limited.* Availl (Bury St Edmunds) is a CQC-regulated home-care agency in Bury St. Edmunds. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Requires improvement | | Safe | Requires improvement | | Effective | Requires improvement | | Caring | Good | | Responsive | Requires improvement | | Well-led | Requires improvement | Rating published: 17/05/2023 ## Practical info - Postcode: IP33 1PR - Registered manager: Crofts, Natasha - Local authority: Suffolk - Region: East - City: Bury St. Edmunds - Last CQC check: 17/May/2023 - 00:00 ## Inspection findings ### Other - Finding - Evidence: People told us staff were kind, caring and treated them with respect; some staff were described as going above and beyond. - Published: 2023-06-01 - Finding - Evidence: The provider worked positively with health care professionals, the local authority and social work professionals supporting people with complex needs. - Published: 2023-06-01 - Finding - Evidence: Medication policies, procedures and training were in place; staff competency in medicine administration was checked for some staff. - Published: 2023-06-01 - Finding - Evidence: Staff were supplied with PPE and had received infection control training; people confirmed PPE was used during personal care. - Published: 2023-06-01 - Finding - Evidence: Relevant pre-employment checks including DBS, references and proof of identity were carried out, ensuring safe recruitment. - Published: 2023-06-01 - Finding - Evidence: Risk assessments and care planning had improved since the last inspection; the provider was no longer in breach of Regulation 12. - Published: 2023-06-01 - **care_planning** _(minor)_ - Evidence: We recommend the provider considers further work to ensure care plans in relation to people with a diagnosis of epilepsy describe the type, how this presents and intervention guidance. - Published: 2023-06-01 - **record_keeping** _(moderate)_ - Evidence: No records had been maintained of staff inductions which should include evidence of shadowing opportunities and assessment of staff competency. - Published: 2023-06-01 - **communication_with_families** _(moderate)_ - Evidence: Several staff, people who used the service and their relatives told us they were not aware of who the manager was as they had not been kept informed. - Published: 2023-06-01 - **complaints_handling** _(moderate)_ - Evidence: Not all complaints raised with the provider had been recorded. - Published: 2023-06-01 - **staffing_levels** _(moderate)_ - Evidence: People told us they experienced constant changes of care staff. Staff told us the constant change in management had impacted on morale. - Published: 2023-06-01 - **missed_or_late_visits** _(moderate)_ - Evidence: There have been occasions when staff have not turned up. I call my family who have to come and help me. - Published: 2023-06-01 - **incident_learning** _(moderate)_ - Evidence: There was no system of management oversight in place to ensure analysis of themes and trends with actions taken to avoid a reoccurrence. - Published: 2023-06-01 - **leadership** _(critical)_ - Evidence: The service had been without a registered manager since February 2021. The provider's oversight and governance of the service continued to be ineffective. - Published: 2023-06-01 - **governance** _(critical)_ - Evidence: The lack of governance and oversight continued to place people at risk of harm. This was a continued breach of Regulation 17. - Published: 2023-06-01 - **supervision_appraisal** _(critical)_ - Evidence: I do not know who the manager is. The communication is poor. There are no staff meetings and I've not ever had a supervision. - Published: 2023-06-01 - **staff_training** _(critical)_ - Evidence: Staff were not routinely provided with shadow shifts prior to their working with people un-supervised as described in the provider's action plan. - Published: 2023-06-01 - Finding - Evidence: Provider committed to immediate corrective action on medication auditing from the day of inspection - Published: 2022-07-27 - Finding - Evidence: Communication between people using the service and the office was described as good - Published: 2022-07-27 - Finding - Evidence: Staff had access to adequate PPE throughout COVID-19 with monitored stock levels - Published: 2022-07-27 - Finding - Evidence: Staff recruitment records were complete with all required regulatory checks in place - Published: 2022-07-27 - Finding - Evidence: Staff arrived on time and stayed the expected length of time - Published: 2022-07-27 - Finding - Evidence: People felt safe with staff and trusted them in their homes - Published: 2022-07-27 - **record_keeping** _(moderate)_ - Evidence: MAR that was not completed in sufficient detail to understand how much medicine had been administered and when. Where MAR charts had been handwritten and altered...no information to show who had made this alteration. - Published: 2022-07-27 - **incident_learning** _(moderate)_ - Evidence: Staff required further clarification to ensure escalation processes were clear to all staff. - Published: 2022-07-27 - **safeguarding** _(critical)_ - Evidence: We found a potentially serious incident that had not been reported to the office by a carer. This coupled with a previous safeguarding incident that was not reported in a timely way. - Published: 2022-07-27 ### safe - Finding - Preventing and controlling infection - Published: 2022-07-27 - Finding - Staffing and recruitment - Published: 2022-07-27 - Finding - Systems and processes to safeguard people from the risk of abuse and learning lessons when things go wrong - Published: 2022-07-27 - Finding - Using medicines safely - Published: 2022-07-27 ## Source Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-6782894325 HomeCare Compass is an independent guide and is not affiliated with the CQC.