Abbey House

Updated 27 February 2025

Date of assessment 6 May to 16 May 2025. Abbey House is a care home providing personal care for up to 37 older people living with dementia, mental health conditions, sensory impairments and physical disabilities. At the time of this assessment 34 people were living at the service. The provider was previously in breach of legal regulations in relation to dignity and respect, safe care and treatment, good governance and staffing. Improvements were found at this assessment and the provider was no longer in breach of these regulations.

The provider worked with people and healthcare partners to establish and maintain safe systems of care. People were protected from risk through the use of personalised care plans and risk assessments. The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. Service cleanliness was mostly maintained to high standard, however, there were some infection prevention and control shortfalls. The provider now made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Regular handovers and team meetings took place to ensure effective communication. Care staff proactively encouraged people to remain active and to engage with others. The provider routinely monitored people’s care and treatment to continuously improve it. The atmosphere within the service appeared one of warmth and attentiveness. Staff were knowledgeable about people's individual routines, personalities, likes and dislikes. The provider did not always ensure people’s immediate needs were responded to. The providers systems and processes supported person-centred care and made it easy for people to share feedback or raise complaints about their care. Staff were supported by capable and inclusive leaders who fostered a positive culture at the service. The providers systems and processes enabled continuous learning, innovation and service improvement.

Updated 27 February 2025

People were supported within a culture of learning. People living at the service and their relatives told us they felt safe. One relative told us, "My [relative] feels safe there.” Another relative told us, “All the care my [relative’s] needs is provided. My relative will say, ‘I just feel safe’.” Equipment, facilities and technology mostly supported the delivery of safe care. One relative told us, “We are safe in the knowledge that [relative’s] needs are being met.” People received their prescribed medicines in a timely manner by trained and competent staff. People were supported by well organised teams. One relative told us, “There seems to be a schedule of care whereby carers are given specific people to look after during the day. I have noticed that the carers are proactive and ask people if they need assistance such as going to the bathroom.”

Care staff proactively encouraged people to remain active and to engage with others. One person told us they had made friends at the service and felt welcome. One relative told us, “Staff encouraged [relative] to go downstairs to have a cup of tea on her first day which got [relative] to take the first step out of her room. Now [relative] goes to the dining room and joins in activities.” People were supported by kind and caring staff. One relative told us, "Staff are caring and loving. As soon as [relative] sees a member of staff they smile.” Another relative described the staff as “wonderful and very caring,” and another said, “As a team I can’t praise them enough, they are all so helpful.”

People’s immediate needs were not always responded to. We observed one person calling for assistance when no staff were available to attend, and staff did not recognise signs indicating a person wanted a drink during meal service. The provider was responsive to these concerns and considered remedial action whilst involving other relevant stake holders.