- Homecare service
Abbots Care Limited (Hertfordshire)
Report from 6 May 2025 assessment
Contents
Ratings
Our view of the service
Date of assessment: The assessment commenced on 4 June 2025 and concluded on 20 August 2025.
Abbots Care Limited (Hertfordshire) is a domiciliary care agency providing personal care to people in their own homes. At the time of inspection, the service was providing personal care to 871 people. Not everyone who used the service received personal care. CQC only inspects where people receive personal care.
The last inspection of this service was rated as Outstanding (Published 17 September 2021). This assessment was carried out due to the length of time since the previous rating and information of concern we had received.
During the assessment we spoke with the registered manager, who was also the provider, 3 additional members of the management team and received feedback from 15 staff.
People, relatives, and staff were very exceptionally positive about how the service was run and the management team.
Robust and consistent governance systems were in place to drive improvement and identify any issues. Thorough and smart action plans were in place where needed to ensure improvements were made swiftly. These plans included training, changes to staffing, changes to processes and implementing new systems.
The team worked with external agencies and partners and had developed positive relationships which helped ensure people received outstanding care and staff were well prepared to provide this. The management team shared their expectations for the service they wanted to provide, and staff were clear, and also motivated, on how to achieve this.
The provider was innovative and always looking for ways to improve people’s experiences and health but also make their lives better. The provider also worked on ways to create opportunities for carers to receive further training or working conditions. This included advocating for better pay for carers and promoting their wellbeing.
The team worked with external professionals to help ensure people received the right care and any additional support.
The management team were available for people and staff providing support and guidance. Staff received training and supervision. There were regular training and learning updates.
People, relatives, and staff had opportunities to share their views. We were told the management team were responsive and helpful. The staff team was organised to help ensure visits happened when planned for the expected time and in a person-centred way. Effective communication was in place if visits were going to be delayed.
Staff were positive about the service they provided, the management team and liked working for the provider. The provider invested in their staff to promote their well-being. Staff were very positive about the support they received and felt invested in to provide good care for people.
People's experience of this service
During the assessment we spoke with 21 people and 9 relatives.
People were very happy with the support they received and told us staff mostly arrived on time and stayed for the planned time. They felt staff cared about them. People told us visits were not missed and, on most occasions, if staff were running late, they were kept informed. People told us the staff had made a difference to their lives.
People told us staff and management were exceptionally kind and helpful. People felt very safe when supported by staff. People and relatives felt confident to raise any queries or concerns with the management team and that they would be resolved.
People felt staff had taken the time to get to know them and went above and beyond at times. People were involved in planning their care. Their care plans included all relevant information to ensure care was safe and person centred.
People felt they were very well supported, and this was done with great kindness and care. Staff respected people’s individualities, choices and strengths.
Staff responded to people’s needs well. Some people and relatives described staff as exceptional.