Abbeyfield Loughborough

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff interacted with people in a kind and respectful manner. They knocked on bedroom doors before entering and ensured doors were closed when people were being supported with their personal care needs. Staff offered support to people in a discreet way, to ensure their dignity was respected.

People were treated kindly and with compassion.On person said, “It’s lovely. The staff are angels in disguise. They graft really hard.” Another person told us, “The staff are very supportive, they all listen. From the manager to everyone, they treat me well.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Equality, diversity and human rights policies were in place to make sure people were treated fairly, regardless of their age, sex, race, disability or religious belief. Staff spoke very fondly about people and interacted with them in a warm and friendly manner.

People were supported to meet their cultural and religious needs. One relative told us, “It is so much more of a home than a care home. They have a regular Reverend who goes in, and [relatives] did take Holy Communion with [them] which they like to do occasionally.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to spend time with their families and enjoyed activities both in the local community and the home. The provider organised for mobile hairdressers and entertainers to visit for people who could not or did not want to go out.A relative commented, “They seem to have an incredible range of activities that people can get involved with for example they have bingo and knitting and bowls and I do see the carers talk to the residents and they sit with them and seem to know all their foibles.” Another relative told us, “The activities staff are lovely. There’s always stuff going on.” Staff regularly asked people for suggestions of new activities they could offer in the home.

Staff appeared warm and friendly towards people. There was a camaraderie amongst people and staff, and staff shared jokes with some people as they supported them with activities. People were encouraged to join in, and people's decisions were respected if they chose not to join in.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff knew people well and were attentive to their needs in a timely way. Daily records reflected care was delivered in accordance with people’s care plans. During observations, staff responded promptly to people who presented with discomfort or distress, ensuring their needs were met.

Staff anticipated people’s needs by ensuring they were available and could observe what was happening. For example, where people were at risk of falling, sensor equipment was used to communicate to the staff team that people were mobilising.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider supported staff through regular supervisions, and staff confirmed these happened. The provider encouraged positive improvements and recognised achievements of individual staff through employee of the month awards. Most staff spoke positively of the support they received from the management team, who were seen as visible, accessible and approachable. Staff also told us they received regular training to support them and enable them to effectively do their jobs.