Annex Abbey 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 service since registration in November 2024. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Feedback from people, their representatives and healthcare professionals was wholly positive about the kindness and care shown by staff. A person told us, “The staff are very nice. They treat me very well.” A relative said, “The staff are lovely and so nice. They always offer a tea when we turn up, and they are friendly, smiley and lovely people and that makes such a difference.” A healthcare professional told us, “Staff are highly professional and compassionate.”

The home was warm and welcoming. A relative told us, “There is a nice atmosphere and it’s always very calm. They had a Christmas party, and they were so welcoming and all the staff came with their families, and it felt so inclusive. We sang songs and we danced and everyone joined in.” Staff worked closely with people and their representatives to make the home more comfortable for them. A relative said, “I brought [family member’s] furniture in. We were so happy as we want to make it more homely and it’s really important that [family member] has their own bed.” Another relative told us, “We ask what we can bring and they tell us what [person using the service] would like. It’s as close as you can get to a person’s own home environment.”

Staff were kind, respectful and caring to people. They were attentive and responsive when people communicated their needs and wishes. Staff provided care and support discreetly whilst maintaining people’s dignity. When people wanted to spend time away from others in the privacy of their bedrooms, staff respected their right to do so.

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’s choices and preferences were used to plan their care and support so their individual needs could be met. Their representatives were actively encouraged to share their experiences about people to help staff build a comprehensive understanding of each person and the things that were important to them. A relative told us, “We’ve been able to contribute and able to tell them things about [person using the service’s] early life that were not in their medical records and that’s been important for them to know about their life before.” Staff understood how to support people as individuals and provided care based on their needs and wishes. A staff member said, “I talk with people and ask them what their preferences are.” The registered manager regularly reviewed people’s care plans to make sure they reflected their current needs and preferences.

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

People had choice and control over how their care and support was provided. People’s daily routines and activities were based on their personal choices, preferences, and needs. A person told us, “I can go to bed when I like which is good as I like to sleep late.” Staff offered people choices and supported them to do as much as they could and wanted to, with activities of daily living. For example, people that were able to, could make hot drinks with support from staff. The registered manager regularly reviewed people’s care plans to make sure these remained up to date and current about their choices for their care and support needs.

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 knew people well and could recognise signs or triggers that may cause them to feel anxious or distressed. They supported people in a safe and appropriate way to reduce discomfort and distress. A healthcare professional told us, “Staff ensure that the residents feel safe and respected and reduce any distressing behaviour. Staff use proactive strategies to prevent challenging situations before they occur, such as identifying triggers like aggression or falls and keeping the environment calm to reduce confusion.”

The registered manager made sure staff responded appropriately to people’s needs and provided reassurance to help reduce anxiety. They said, “People have told me that staff are helpful and reassuring. People are happy that the right people are coming in here, such as visiting professionals.”

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

Staff were well supported by the registered manager. A staff member told us, “The managers are friendly…it’s not stressful working here. We are free to talk to the manager at any time, and she will teach us and she’s so good.” A healthcare professional said, “The care home manager is very supportive towards the staff.” The registered manager was approachable and available to provide extra support when needed to help staff carry out their roles effectively. They told us, “I check in with staff about how they are feeling and see if there are any concerns about their work and roles.”