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Archived: Abbeywood Outstanding

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Inspection report

Date of Inspection: 21 August 2014
Date of Publication: 30 September 2014
Inspection Report published 30 September 2014 PDF


Inspection carried out on 21 August 2014

During an inspection in response to concerns

This inspection was carried out in response to concerns raised with the Commission. These related to one aspect of care and welfare. We also inspected outcomes not related to the concerns as part of our scheduled inspection programme.

The summary is based on our observations during the inspection, speaking with people who used the service and their relatives, the staff who supported them and from looking at records.

If you wish to see the detailed evidence supporting our summary please read our full report.

We considered our inspection findings to answer questions we always ask;

� Is the service safe?

� Is the service effective?

� Is the service caring?

� Is the service responsive?

� Is the service well-led?

Is the service safe?

People were protected from the risk of inappropriate or unsafe care. We found that since the concerns had been raised the provider had taken action which ensured people received appropriate and safe care.

The provider had effective systems in place to assess, plan, review and monitor the care and support provided to people who used the service. In addition procedures were in place to identify, assess and manage risks to the health, safety and welfare of people and staff in relation to activities and incidents.

Relatives of people who used the service gave positive views about the care at this home. One relative told us �It's a nice place here. The staff are very good and they always phone me to keep in touch with how X is doing." Another relative said, "There is nothing they could improve on. We have been told how we can complain if we need to but the care is very good".

Seven of the eight staff stated that there were enough staff on duty to care for people safely and to meet their needs. One member of staff disagreed with this view and felt more staff would enable them to spend longer with people. Our observations showed that people were having their needs met at the times they preferred and staff spent time encouraging people to participate in activities.

Is the service effective?

People�s care needs were assessed with them and their relative or representative when appropriate. We noted that care plans had been reviewed recently and reflected peoples care, support and health needs and wishes.

Staff had received training to meet the needs of the people who used the service. Examples of training included infection control, the safeguarding of vulnerable adults (SOVA), safe moving and handling, the Mental Capacity Act 2005 and fire safety.

We spoke with eight people and three relatives of people who used the service. They were complimentary about the care they received. One person said, "They always help me and there is plenty to do." It was clear from our observations that the acting manager and the staff had a good understanding of people�s care, health and social needs.

All of the people who used the service were registered with a G.P practice and we saw that health was included in the care plans. One relative that we spoke with told us, �The care here is very good and they call the doctor when X is unwell. One person who used the service said, "I can see a doctor anytime I need to and the staff keep an eye on my health".

Is the service caring?

People were supported by kind and supportive staff. We witnessed numerous interactions between people and staff and the support was provided in a caring way that promoted people�s independence and upheld their dignity. One person said, "They are all so kind. They help with anything I want and are so good to me". Another person said, �The staff here are lovely, kind and caring."

Relatives confirmed the caring approach taken towards them and their relatives. One relative said, �The staff are so kind, they always make me welcome and I can talk to them at any time." Another relative said, "They are lovely, they always keep in touch and tell us about how X is."

In conversation with one care worker they told us, �We know each person well and what they like or don't like and we make sure we ask them. The carers here are brilliant and we work as a team to offer good care".

Is the service responsive?

There were systems in place to ensure people who used the service and their relatives could provide feedback to the provider about the quality of the service they received. People and their relatives were confident that when concerns were raised these had been addressed.

The service had a number of effective systems in place to monitor care quality including regular audits, the care plan review process, the accident and incident recording process and complaints and comments. Activities and the food were also assessed for effectiveness and satisfaction levels. We saw evidence that the service had made changes in response to people's feedback.

Staff meetings were held to discuss care issues and related matters. The provider had sought feedback from relatives. The acting manager told us, �We communicate with people�s families regularly and if there are any problems we deal with them straight away. One relative that we spoke with told us, �We can talk to the staff and manager at any time. They let me know about things and they always respond quickly when I contact them�.

The acting manager responded quickly, during the inspection, to an issue that had arisen by arranging additional staff to ensure that people's safety was maintained.

Is the service well-led?

The acting manager demonstrated a thorough knowledge of their role. They were open with us about the issues they had in recruiting enough staff and improving the standard of care at the service and the actions they had taken to address these.

During our inspection we were informed by the provider's representative that a permanent manager had been appointed and they would work with the acting manager towards an effective handover of the service.

The acting manager was supported by a team of staff from the provider's organisation who monitored the service, suggested actions to improve the quality of care for people who used the service and followed these through to ensure they had been put into practice.

You can see our judgements on the front page of this report.