Annex Abbey House

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 since registration in November 2024. 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.

People received care and support from staff focussed on their individual needs. Their records reflected their choices and preferences which helped staff deliver the care and support people wanted. A staff member told us, “The care plans tell us how to care for people and what we should focus on and what quality of care people would like. I talk with people and ask them what their preferences are.”

The registered manager reviewed people’s care plans regularly. When changes to care and support were needed, these were updated quickly and shared with staff, so they always had up-to-date information about how to support people in line with their needs.

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.

The registered manager made sure people’s care and support was planned and delivered in line with their individual needs. Staff understood each person’s needs and provided support in a way that suited them and respected their choices. They worked proactively with healthcare professionals to make sure people received joined-up, consistent care and support.

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

People’s communication needs were assessed and recorded in their care records. Staff understood people’s communication needs and provided information in a way people could understand. A staff member told us, “I read the care plan and risk assessments. It tells us how people communicate and their ability to make decisions about their daily routines.” Information was available to people in accessible formats if this was required, for example in large print or easy to read pictorial formats.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The registered manager was responsive to feedback, listened and made changes when needed. A relative told us, “They want to help you if you have a problem. They do what they can to make you happy. If we went to them, they would help us.” Another relative said, “[Registered manager] does ring up and gives me updates and is very inclusive and welcomes our opinions on things.” A healthcare professional told us there was, “Responsive management, showing strong communication with clients and their families with quick effective responses to any concerns.”

Arrangements were in place to investigate complaints. The provider had a clear complaints procedure explaining how concerns would be managed and what people could do if they were unhappy with the response.

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

People received care and support based on their individual preferences. Staff understood people’s routines, as well as their choices and preferences for how and when they wished to receive care and support. Staff were responsive and accommodated any changes people wanted to the care and support planned for them. The registered manager regularly reviewed people’s care needs to make sure care, and support was provided to them when and how they wanted, in line with their choices and preferences.

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 fostered a culture at the home in which people were supported to express their individual needs in a safe and supportive environment. The registered manager told us, “When I went to assess someone once, they told me they had a fear of being judged. So, it’s about listening to people and reassuring them to be themselves and that it’s safe to do so.” People’s records contained information about their individual needs including those related to their protected characteristics. Staff understood the importance of respecting people’s rights and preferences. People’s dietary, cultural, and religious needs were met. The registered manager said, “We make sure we can meet people’s specific needs. One person likes Caribbean food, and we get that ordered in for them.” A relative told us, “We looked at the menu and it’s very inclusive of people’s cultures.”

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.

People were supported to be involved in discussions about their future care needs, including their preferences for end of life care. These preferences were recorded in their care records to help ensure their wishes and choices would be respected at the appropriate time.