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Abbots Care Limited (Hertfordshire) Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 5 May 2020

About the service

Abbots Care Limited (Hertfordshire) is a large domiciliary care agency which provides personal care and other support related services in Hertfordshire, Buckinghamshire and North London. This inspection covered the services provided in Hertfordshire. The diverse range of services provided means that a large number of people were supported with the regulated activity of personal care. At the time of the inspection there were approximately 648 people who received personal care with a total of 10,000 hours provided per week.

The agency provides a wide range of services which include, domiciliary care; flexi care scheme; live in services; specialist care from home services, parent support and supported living, and a rapid response 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

People told us they felt safe being cared for by staff from Abbots Care Limited (Hertfordshire). Robust safeguarding systems and processes were in place and people were kept safe from harm. Staff demonstrated they knew the process to follow if they were concerned about people’s safety or if people may be at risk of abuse.

People had their individual risks assessed and, where risks were identified, measures were put in place to reduce the risk of harm. People’s medicines were managed safely, and people received their medicines as prescribed. Staff were aware of how to reduce the risk of the spread of infection and were provided with personal protective equipment, where appropriate.

Staff received an induction, ongoing training and supervision and felt well supported by the provider. People received the support they needed to eat and drink sufficient quantities, when identified as required. Support was provided to access healthcare professionals and people were supported to maintain their health and well-being. Consent to care had been obtained from people, and staff were aware of people’s rights in relation to offering choices.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The provider and staff were exceptionally responsive to the needs of people who used the service, by providing a wide range of person-centred support and activities in line with people's wishes. Staff supported people to live as full a life as possible. There were strong community links and social initiatives that people were supported to access regularly; supported by staff and volunteers.

People told us they felt the staff were caring and thoughtful. Feedback from relatives was positive. People’s dignity was maintained and people’s right to privacy was respected. Personal information was stored securely to ensure it remained confidential.

People's needs were fully assessed before they started using the service. Care plans were developed and kept under regular review to ensure information remained current. People were encouraged and supported to participate in a range of innovative and diverse events organised by the provider and supported to follow hobbies that were of interest to them.

People and their relatives were aware of how to raise concerns should the need arise. Many compliments had also been received by the service. People were asked their views and feedback obtained was analysed so that any shortfalls could be addressed, and positive experiences shared with the staff team.

The provider had developed an excellent working relationship with commissioners and local authorities from their catchment area to develop new services in response to the needs of people in the community. Commissioners and representatives

Inspection areas

Safe

Good

Updated 5 May 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 5 May 2020

The service was effective.

Details are in our Effective findings below.

Caring

Good

Updated 5 May 2020

The service was caring.

Details are in our Caring findings below.

Responsive

Outstanding

Updated 5 May 2020

The service was exceptionally responsive

Details are in our Responsive findings below.

Well-led

Outstanding

Updated 5 May 2020

The service was exceptionally well led.

Details are in our Well Led findings below.