Abbotsleigh Mews Care Home

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 service involved people and treated them with compassion, kindness, dignity and respect.

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.

People told us staff treated them with kindness and respect. Comments included, “Their [staff] whole attitude is very caring and they can’t do enough, they always make sure I have my paper even if they have to go to the shops to get it”, “They [Staff] really are patient and kind, they take a real interest in us”, “They [staff] are incredibly kind and helpful, always go the extra mile”, and “The carers here are truly amazing.”

The atmosphere within the service appeared one of warmth and attentiveness. We observed staff interactions with people that reflected a sense of care and concern, regardless of the nature or length of the interaction. Whether offering a comforting word or engaging in deeper conversation, staff demonstrated a commitment to people’s well-being.

Staff were knowledgeable about people's individual routines, personalities and likes and dislikes. We observed people actively seek out conversations with staff, a testament to the relationships formed built on trust and mutual respect. Staff were aware of the importance of providing person centred care and offering people choice in relation to their care and support. Staff told us they made sure people’s dignity was respected when they supported them with their care needs. We observed staff consistently treat people with compassion and consideration, exemplified by practices such as knocking on people’s doors and waiting for a response before entering their rooms.

People were treated as individuals. Comments from people and their relatives included, “They [staff] are wonderful, they help me to do anything I want to do as long as it is not dangerous”, “They [staff] always knock before coming in and are discreet offering help”, and “They [staff] really know me well, what I like and how I like things to be done.”

We observed people were free to spend time doing the things they enjoyed, and staff supported and encouraged them to be involved in social activities that were available. Visitors were able to visit without restrictions. One person told us, “People visit the same as they would at my home.” Another person said, “When my visitors come, they are made welcome, offered a drink.”

People had their own bedrooms which they could personalise with furniture and belongings. People were supported to celebrate their culture and religions. One person told us, “I like the church service but once every couple of weeks is fine.” Another person said, “I like a church service and they [staff] make this easy for me.”

Staff told us they had received training on equality and diversity, and they treated people with respect. One staff member told us, “We celebrate special days for example, we have celebrated LGBT Pride, St Patricks day and Valentine’s Day, we also had a ‘hats’ day. We support a person whose first language is not English by using cue and picture cards to communicate with them.” Another staff member told us, “I support people equally irrespective of their age, race, religion or culture. I treat everyone how I would like to be treated; we are all equal.”

People’s independence, rights and choice were supported ensuring control over their care, treatment and wellbeing. One person told us, “They [staff] know me and my needs very well.” Another person said, “My main issue is my hearing loss, and the staff are excellent in ensuring that I am included where I want to be.”

The provider employed activities staff who planned and facilitated a verity of activities to meet people’s needs and interests. People and their relatives spoke positively about the activities on offer and the staff that facilitated them. Comments included, “I love playing pool and getting involved with others here”, “I look forward to this part of the day, it keeps me busy and happy”, and “The activities team go above and beyond, they really care.”

There was a lively activities programme in place and the atmosphere within the service felt spontaneous and spirited. Throughout our assessment we observed people actively engaging in various activities such as playing cards, pool, decorating Easter crafts, reading books and magazines and listening to music. In addition to in-house activities, staff also organised regular outings, adding meaningful variety to people’s routines. One person told us, “I went on one of the outings recently to Biggin Hill and the museum was fascinating, of course I am old enough to remember the war.”

During the second day of our assessment, we observed a garden event that featured an Elvis singer. Staff ensured all people that wished to attend had the support and equipment to do so. Staff decorated the garden with bunting and food and drinks were served. This event was well attended by people, their relatives and friends.

Staff responded to people’s immediate needs. People and their relatives told us staff were kind and provided support promptly when required. Comments included, “I don’t need to use the call bell much because of being in the lounge, but if I call, they [staff] are very quick”, “If they [staff] see that [loved one] needs support they are very quick to sort things out”, and “I think [loved one] is safe. [Loved one] has one of these wonderful chairs and staff are in and out all the time.”

Throughout our assessment we observed staff were attentive and responsive to people’s needs and requests. Call bells were answered promptly by staff who were caring and empathic.

There were systems in place to support staff and help them to develop within their roles. Daily huddle meetings and regular staff meetings were held promoting better communication and enhancing staff well-being. One member of staff told us, “We all work very well together and do the best we can for people. Management is very supportive and listen when we feedback.”

Staff were supported to complete a range of training and undertake qualifications appropriate to the needs of the people they support. We spoke with the providers area trainer who told us they visited the service regularly to ensure staff were provided with training appropriate to their development needs. Training was provided via several methods including in person training sessions and the use of online training tools.