Could not or would not deliver adequate care.…
In May 2025 my mother became a resident of Avalon Court Care Home Coventry, part of Avery Healthcare Group. A pre-admission assessment of her by the home assured her family that she would be a suitable resident, despite her being frail and blind and very dependant, although mentally alert. Sadly it very soon became apparent that the home could not or would not provide adequate care. There were issues with poor administration of medications; general housekeeping and hygiene and many failures of care of a visually impaired person. Ultimately these issues caused my mother mental distress and physical problems and resulted in her emergency admission to hospital. Fortunately alternative residential care was urgently arranged on compassionate grounds and my mother did not have to return to Avalon Court, and continues to thrive in her new home almost a year later.
After many months of unsatisfactory communication with Avery Health Care, who consistently failed to acknowledge their failings, the family escalated the complaints to the Ombudsman, who on the basis of evidence supplied by the family, formally found that Avery were at fault on the three counts. We have received a formal apology from Avery Healthcare and reimbursement of some care fees. My mother's main desire during this protracted and distressing situation was to avoid a similar situation arising with a resident who did not have any family to advocate for them. As such a relative I say that based on our experience this care home is wholly unsuitable for any blind or physically frail resident who cannot self care.