Abi-support Ltd

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.

The provider was previously registered at a different address. The rating at the previous address was good.

At this assessment the rating had remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with

People we spoke with told us, they felt staff were kind and compassionate, mostly treated them with dignity, and their privacy was respected.

People told us, they felt listened to and received prompt responses to requests. We heard, “When they wash me, they always make sure they cover me up with a towel” and “I would recommend the carers to anyone. They make you feel at home in your own home when you can’t get out”.

Staff we spoke with knew people and their preferences well. Staff provided detailed responses about how they ensured people’s privacy and dignity were upheld.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People we spoke with told us, “[Staff] are kind and compassionate, [Person] can be difficult, when they say no to having a wash, they [staff] respect [persons] wish.”

Care planning did not always contain details about how people liked to be supported and how they liked their support to be delivered. However, staff knew people well and described how they adapted their approach to support people and their differing needs and preferences.

The provider promoted people’s independence, so people knew their rights and generally had choice and control over their own care, treatment and wellbeing.

We received mixed feedback from people and their relatives. Some people told us, staff understood their needs and supported them to retain independence, receiving the same staff for continuity. We heard, “Carers are generally on time and stay for the allocated time.” However, we also heard there were often changes to staff who visit. One person told us, “I am not keen on all the different staff that visit, I don’t know one day to the next who will be visiting.”

Staff understood people and their needs well. Daily notes documented good examples where staff treated people as individuals, allowing people time to support their independence. However, we also saw some examples of people being denied their choice of drink or activity.

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.

People's needs were dealt with promptly. People felt listened to and any responses to requests were dealt with promptly.

Staff took action to raise their concerns about people’s immediate needs and documented this well within the daily notes. Where people required support from other professionals due to their health needs, we could see the provider acted quickly. However, we could not always see where this was documented in their care planning documentation.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us, they had enough time for travel and at people’s home to meet their needs.

Team meetings and support meetings were held regularly with staff. Staff found these meetings useful and generally felt valued at work. Staff felt able to raise concerns with the management team about people they supported.