Improvement programme continues at new service - Avenues Group
30 - 1993-2023

Improvement programme continues at new service

Monday 4th of March 2024

Avenues is fulfilling a detailed action plan to improve its Mandalay service in Essex after its latest Care Quality Commission (CQC) inspection.

The supported living service, which specialises in supporting people with learning disabilities, autistic people and people with additional needs, was rated as ‘Requires Improvement’ following the CQC visit in November 2023. It was rated as ‘Good’ for Caring.

Mandalay transferred to Avenues from a different social care provider in February 2023, with a CQC rating of Requires Improvement from its previous inspection.

In this most recent visit, inspectors found that, “systems were not always effective to assess monitor and mitigate the risks to the health safety and welfare of people using the service” and “systems and processes to monitor, audit and improve the overall quality of the service were not robust enough.”

As well as highlighting areas for improvement, we’re pleased that CQC found that:

  • “People and their relatives told us they felt supported by staff in a kind, caring and dignified way.”
  • “The culture of the service was open, inclusive, and staff were committed to supporting people to live as independently as possible.”
  • “The service also worked with other specialist organisations to enable staff to retain and enhance their skill sets to improve outcomes for people.”

Ongoing action plan

Since the transfer last year, we have been working on an action plan to improve the quality of support at Mandalay and have built upon this to address the issues raised during CQC’s inspection. We are regularly reviewing progress to ensure that actions are completed as quickly as possible.

We successfully recruited a Service Manager in January 2024, which has enabled great progress to be made. We are in the process of recruiting an Assistant Service Manager for Mandalay to further support the manager and staff team. We have introduced a number of tools and regular processes to further enhance auditing, governance and quality monitoring.

Paul Attrill, Regional Director for Avenues East said, “We immediately took action to address the issues raised at the time of the CQC’s inspection and continue to ensure that the practice across Mandalay meets all required standards. The recent appointment of a Service Manager is ensuring that there is an increased management presence and greater oversight.

“At Avenues, we have an organisational commitment that all its services achieve ‘Good’ or ‘Outstanding’ CQC ratings. I am confident that we will succeed in this and deliver the high quality service that we expect.”

You can access the full report on the CQC website.

Concerns, complaints or compliments

If you have a concern, complaint or compliment about our services, you can email us directly, (see easy read complaint guidance), or call us on 0300 323 0405. We aim to answer email enquiries within three working days.

Read our detailed CCC procedure

Read our detailed CCC policy