Abbey Care Village

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.This is the first assessment for this service under the new provider. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff demonstrated a person-centred approach to care delivery. They knew people’s likes and dislikes, and supported people in the way they preferred. Care records were person-centred and reflected details that were individual to each person. People had their personal care needs met in a kind and dignified way. Bedrooms were mostly personalised, and the provider was making improvements where needed.

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.

Systems in place supported continuity of care. Staff showed skill in supporting and understanding people’s health needs. They made referrals to specialist services when required. People had timely access to relevant health professionals and were supported to attend appointments.

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

Information in care records was accurate and available for sharing. Information was available in adapted formats to meet individual needs, for example, large print and picture formats.

People’s friends and relatives told us they had good relationships with the registered manager. Information sharing took place face to face and over the phone. A monthly newsletter was also available.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives had various opportunities to give feedback and share ideas, including a monthly resident and relative meeting. Meeting minutes showed good attendance and participation. Outcomes were shared in a ‘You said, we did’ format demonstrating what actions the provider had taken following feedback.

Complaints were appropriately logged and managed.

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

People were supported to experience equality in the care they received. Staff understood people’s complex needs. They ensured barriers were removed and people could access services promptly when they needed, for example, district nurses, podiatrists and opticians.

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.

The registered manager and staff focused on enhancing and positively impacting people’s lives, so they had the same opportunities as people who did not use services. People were encouraged to make choices to support their wellbeing, including socialising and maintaining relationships with friends and family. One person told us, “The staff are lovely. There is always something to do.”

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.

Staff received training in end of life care and knew how to support people, considering their individual needs and wishes. End of life care plans were in place. The provider was further developing these, having conversations with families, to ensure plans were consistently person-centred.