Abbeydale - Derby

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Whilst leaders told us there was a monthly drop in for relatives, details of how people and their relatives had been involved in on-going reviews to help check the accuracy and personalisation of people’s care plans and risk assessments were not clearly recorded. We found people’s care plans were not always accurate or up to date and there was limited information on how people and when appropriate, their relatives had been involved.

We saw examples of personalised care, for example, television programmes were suited to the people watching and a relative told us, “Staff know [family member] likes a coffee and a newspaper, and they get it for them.” However, we also found examples of where people had not received care in line with their preferences or care plans. This meant not all people received individualised care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff supported people to access health and care services, so they were helped to receive joined-up care. Staff told described the arrangements in place so people could be seen by a visiting Advanced Nurse Practitioner or GP from the local GP surgery, when needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff were knowledgeable on how to support people with different communication methods. For example, one staff member told us they had recently supported a person with a communications chart. They gave examples of ensuring people’s hearing aid batteries were checked and making sure people had any spectacles if needed. We observed staff checking with a person who used a hearing aid if they could assist them to put it in so they could communicate better. People were supported with their communication needs to be able to understand information provided.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and relatives were made to feel welcome at Abbeydale – Derby. One relative said, “Staff said this is [family member’s] home, please visit whenever you want.” Another relative told us, “The staff will always talk to you.”

People and relatives told us actions were taken if they raised any issues. For example, one relative told us that an issue with the supply of continence pads had been resolved.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received care from other health and social care professionals when needed. For example, care records showed involvement from speech and language therapists and advanced nurse practitioners.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People and relatives were happy with the care provided and felt treated fairly. They told us adjustments were made if they needed them. For example, one person told us there had not initially been a handrail in their toilet, however this had been identified as needed and installed.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

When advance decisions had been discussed with relevant medical professionals, Recommended Summary Plans for Emergency Care and Treatment (ReSPECT) forms had been completed. Relatives told us they had been involved in these when appropriate.