Abbeyfield House

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.

This is the first assessment for this newly registered service. This key question has been rated outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 had an exceptional, well-embedded culture of kindness, empathy and compassion. Staff consistently treated people with dignity and respect and protected their privacy at all times. This caring approach also extended to visitors, professionals and colleagues from other organisations.

Relatives repeatedly described the quality of care as outstanding. One relative told us, “The staff are amazing, the care is incredible.” Another described the home as a “very loving place,” which reflected the nurturing environment staff created.

Health and social care professionals also spoke very positively about the service. One professional said, “The care at Abbeyfield is truly person-centred, the staff’s tone, approach and attitude are exceptional. They provide care that is dignified, respectful and shaped around each person’s needs and preferences.”

Staff demonstrated compassion, kindness and a genuine commitment to people’s emotional wellbeing. The service actively promoted meaningful links with the local community. A representative from the local school told us, “When we arrive, we are greeted with smiles and open arms. Staff and people warmly welcome the children, chatting, playing games and sharing stories. It is a truly nurturing environment where relationships flourish across generations, and the joy it brings is wonderful to witness.”

Staff demonstrated a caring approach and an understanding of what mattered most to people, including the role that faith and church life played in their wellbeing. This sensitivity was reflected in how staff supported people’s spiritual needs with the same compassion and dignity shown in all aspects of care. A church minister told us, “The staff recruited in recent years have been outstanding, and I have no hesitation in saying that [name’s] addition as deputy manager has been hugely significant. Their warmth, friendliness and devotion, along with that of the whole team, is outstanding.”

Staff also showed a caring and compassionate understanding of the value of animal companionship in supporting wellbeing. A Pets as Therapy (PAT) volunteer told us, “The staff are exceptional in their care towards people and visitors. The atmosphere is friendly, accommodating and has a clear ‘can do’ attitude. From my first visit I felt welcomed, and I’ve observed how respectfully staff support people, especially when they are in their rooms.” The service had also previously had its own dog, who was very much part of daily life. When the dog sadly died, staff arranged a small funeral and a memorial in the garden, which reflected the depth of people’s affection and the compassionate, caring culture within the service.

End-of‑life care was delivered with exceptional compassion and professionalism. A healthcare professional told us, “The end‑of‑life care at Abbeyfield is fantastic,” reflecting the service’s clear focus on proactive planning, timely clinical escalation and compassionate, person centred support for people and those closest to them.

The service went above and beyond to reduce avoidable stress for families during this difficult time, offering thoughtful and practical support so relatives could focus on meaningful moments with their loved one. This included providing refreshments throughout the day and meal vouchers. The provider also offered a free electric car charging point and access to an on‑site guest room, enabling relatives to remain close, including overnight when needed.

The service also recognised and honoured the relationships people had formed, and the importance of acknowledging people after they had died. We heard how staff had arranged a live video link to the funeral of a person who had lived at the home. This enabled those who were unable to attend in person to still be part of the service. Staff also ensured they attended funerals themselves; this demonstrated dignity, respect, and the caring values that underpin the culture of the home.

The service demonstrated exceptional commitment to promoting and protecting people’s dignity. We found numerous examples of highly personalised, thoughtful and compassionate practice. Staff recognised that standard laundry routines caused one person distress, so they adapted their approach so the person could stay involved. By recognising what mattered to them staff upheld this person’s dignity and significantly reduced their anxiety and distress.

The provider demonstrated exceptional practice in treating people as individuals. Care and support were consistently personalised and based on an understanding of each person’s identity, history, preferences, culture, abilities and protected characteristics.

Staff knew people extremely well and used this knowledge to shape daily routines, activities and meaningful interactions that upheld dignity, promoted autonomy and enhanced wellbeing.

People’s individual routines, preferences and habits were respected without exception. Staff supported people to maintain familiar patterns, such as preferred times for bathing, wearing personal fragrances, watching favourite programmes, enjoying occasional drinks and maintaining spiritual practices. This attention to small but significant detail helped people retain a strong sense of identity, control and normality.

There were bird tables, feeders, ornaments, trees and flowers outside people’s rooms, individually chosen to reflect each person’s interests and identity. Staff supported one person to plant a tree, and their family brought in a garden ornament from home. These personalised outdoor features directly supported people’s wellbeing and identity.

Professionals and community representatives described the service as very person centred. Comments included, “They listen and observe and put people first. It does not seem that they are orientated by tasks and rather have a more flexible approach to adjust to individual people” and “Staff always put people’s wellbeing and quality of life first. It is about the person, not how it impacts staff, which again is refreshing compared to other care homes.”

People’s cultural, religious and spiritual needs were proactively supported, including personalised worship opportunities and accommodation of long‑standing beliefs and traditions.

Lifelong interests such as tractors, gardening and caring for pets were understood and embedded into daily life. One person had been encouraged to take part in a cultural celebration linked to their heritage, successfully reciting a traditional poem. A member of staff told us about another person who loved tractors. At times, the person pressed their call bell believing they were driving their tractor and would ask staff to “get the sheep in.” The staff member told us, “I go along with this and tell him I have put the sheep in.” By acknowledging and joining in with this, staff demonstrated empathy, validation and an understanding of the person as an individual. This approach strengthened the person’s sense of identity, belonging and emotional security.

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

People were supported to maintain roles that reflected their identity and past routines. For example, 1 person was enabled to continue caring for their pet bird, staff explained that the person directed staff what to do and took part in this familiar task that reinforced their identity. Another person, who preferred to stay up later, was supported to help staff with simple household tasks during the evening, which gave them purpose and maintained their preferred routine.

Staff showed exceptional insight into how people’s personal history could influence their wellbeing. One person who had previously become distressed about their clothing was enabled to take control of their own laundry. By adjusting the process so the person could participate safely, staff not only promoted independence but also reduced their anxiety and improved their emotional wellbeing.

People living with dementia were supported in ways that recognised their remaining abilities rather than focusing on limitations. One person who was focused on tidying was supported to use a lightweight cleaning tool, which had allowed them to continue a familiar activity in a safe and dignified way. People were also encouraged, where possible to maintain their independence by going into the community. One person enjoyed going out independently. Clear communication systems and the use of the Herbert protocol was used to ensure the person’s safety. This person also chose to carry out daily tasks such as washing their own dishes, requesting their medication directly and participating actively in community life. They also took on roles within the service such as hosting quizzes and engaging in creative mechanical design projects; staff ensured they were supported safely to maintain these interests.

The provider had invested substantially in enhancing opportunities for meaningful and enriching activity, with a significant increase in the dedicated activities budget. This had strengthened community links, intergenerational engagement and access to varied stimulation that supports mental and physical wellbeing. Examples included regular church services, attending veteran support groups, school visits and therapy dog interactions.

Community partners consistently described the service as welcoming, professional and focused on enabling people to remain active and connected. A local community leader told us, “The immediate camaraderie of former military personnel brings a special sense of togetherness to these occasions whenever veterans meet. Abbeyfield staff fully recognise this and ensure all are ready for action when transport arrives. The presence of the older veterans from Abbeyfield is a much-valued component of these meetings that comprise all service personnel and their partners.”

Relatives spoke highly about the way staff supported people’s independence. Many reported notable improvements in their loved ones’ wellbeing, including increased engagement, improved mood, better physical health and renewed motivation. Comments included, “She’s stimulated” and “[Person’s name] has improved dramatically (since arriving at Abbeyfield).” Relatives also described how staff “motivate the residents” and “get them doing exercises” which had “a massive bearing on their mental health.”

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 noticed when people were anxious, unwell or distressed and took prompt action, including contacting health professionals and updating families. One professional told us how staff worked flexibly and prioritised people’s individual needs rather than following rigid tasks.

Staff worked closely with families and professionals to make sure people were comfortable, and care plans were updated as required. One relative said, “Dad’s needs have always been met.”

The provider supported staff wellbeing and created a positive culture that enabled staff to deliver high-quality, person‑-centred‑ care. Staff described feeling valued and part of a close, supportive team, and many had worked at the home for years, creating consistency for people.

Training, supervision, a wellbeing app and a benefits scheme helped staff feel confident and supported. Professionals reported a stable, skilled workforce and praised the strong communication and teamwork. A staff member said, “I would describe Abbeyfield as my second home and family.”