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Abbots Care Limited (Hertfordshire) Good

We are carrying out a review of quality at Abbots Care Limited (Hertfordshire). We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary


Overall summary & rating

Good

Updated 14 April 2017

This inspection of the office location took place on 22, 23, 28 November 2016 and 8 December 2016. On 21, 23, 24, 25 October 2016 and 3 and 4 November 2016 we contacted people and relatives for feedback about the service they received. On 1, 2 and 11 November 2016 we visited people in their own homes to receive face to face feedback on the service they received.

We gave the provider 48 hours' notice that we would be visiting the office to make sure that the appropriate people would be there to assist us with our inspection.

Abbots Care Limited was registered on 21 November 2010 with the Care Quality Commission. Abbots care Limited is a large organisation which offers personal care and other related services in Hertfordshire,

Buckinghamshire and North London. This inspection covered the services provided in North, West, South and East Hertfordshire reaching out to approximately 1020 people.

The services provided include, domiciliary care; flexi care scheme; live in services; specialist care from home services, parent support and supported living, and a rapid response service.

There was a registered manager in post who was also the managing director of the company. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had specialist staff teams trained to offer a wide range of care and support tailored to the individual needs of people with complex health and social care needs. These included people with behaviours others may find challenging; adults and children with learning disabilities and mental health needs, dementia and other complex life limiting conditions which required staff to have specific and specialist knowledge. For example tracheostomy care and support, palliative care, PEG feeds (Percutaneous endoscopic gastrostomy) are used for people who are unable to swallow or eat enough and need long term artificial feeding and Stoma care ( An artificial opening that allows drainage to occur from an internal organ)

People told us they felt safe whilst staff provided care and support. Staff understood how to keep people safe and risks to people's safety and well-being were identified and managed. We found that people's needs were met in a timely manner by sufficient numbers of skilled and experienced staff. The provider operated robust recruitment processes which helped to ensure that staff employed to provide care and support for people were fit to do so. People were supported to take their medicines safely by staff who had been trained and assessed as competent.

Staff understood how to keep people safe and risks to people's safety and well-being were identified and managed. We found that people's needs were met in a timely manner by sufficient numbers of skilled and experienced staff. The provider operated robust recruitment processes which helped to ensure that staff employed to provide care and support for people were fit to do so. People were supported to take their medicines safely by staff who had been trained and assessed as competent.

Staff received regular one to one supervision from a member of the senior management team which made them feel supported and valued. People received the support they needed to eat and drink sufficient quantities and their health needs were well catered for with appropriate referrals made to external health professionals when needed.

People and their relatives complimented staff for being kind and caring. Staff were knowledgeable about individuals' care and support needs and preferences and people had been involved in the planning of their care where they were able.

The provider had arrangements in place to receive feedback from people who used the service, their relatives, external

Inspection areas

Safe

Good

Updated 14 April 2017

The service delivered care to people safely.

People were supported to take their medicines administered by staff who had been trained and had their competencies regularly checked by managers.

Staff were trained and knew how to safeguard people from abuse and knew how to report concerns internally and externally.

Risks associated with the support people received were assessed, effectively mitigated and regularly reviewed.

Recruitment processes were robust and there were sufficient staff with the right skills and experience to meet people`s needs at all times.

Effective

Good

Updated 14 April 2017

The service was effective.

People received support from staff who were appropriately trained and supported to perform their roles.

Staff sought people’s consent before providing all aspects of care and support.

Staff worked collaboratively with health and social care professionals to promote people's health and well-being and respond to any health concerns.

Caring

Good

Updated 14 April 2017

The service was caring.

People were treated with warmth, kindness and respect.

Staff had a good understanding of people’s needs and wishes and responded accordingly.

People’s dignity and privacy was promoted.

The staff helped people who had complex behaviour, health and social care needs to achieve positive outcomes and live as independently as possible.

Responsive

Good

Updated 14 April 2017

The service was responsive.

People's care and support was person centred and met the needs of the individual person.

Staff had access to detailed information and guidance that enabled them to provide person centred care and support.

People's visits were planned in consultation with the individual and were generally delivered within the agreed timescales.

People were aware of how to make a complaint. Complaints were investigated and outcomes were shared with staff for lessons to be learned and sustain the changes implemented to improve the service.

Well-led

Outstanding

Updated 14 April 2017

The service was very well-led.

The manager had a clear vision about the service they provided and promoted an open and transparent culture with a strong emphasis on personalised care and support.

There were robust and effective systems in place to monitor the quality of the support provided and to drive continual improvement.

The provider had a close working relationship with local councils and commissioning teams for local authorities in the area they operated in.

The provider developed and implemented new and innovative services to people who lived within the community and helped to prevent hospital admissions.