Abbey Grange Nursing Home

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were friendly and caring in their approach. People enjoyed sharing appropriate banter with staff. People told us staff were kind and caring. One person said, “I can't complain. The staff are nice."

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 had access to 2 activity co-ordinators who provided social stimulation and arranged outings and events for people. People enjoyed activities such as arts and crafts, bingo, reminiscing, cross word and word challenges. People told us they enjoyed entertainers visiting the home and pet therapy. There was also a shop on the first floor which could be opened for people to buy magazines, sweets, snacks and toiletries.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff told us communication was important to ensure care and support was in line with people’s wishes. One staff member said, “Communication is key to getting residents and family involved in care. Giving residents choice is how I can get them involved in their care. This can be simple things like what they would like to wear, if they want to get up. It can be things like no wanting men to do personal care for them.”

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. We saw staff responded to people when they requested support. Call bells were answered in a timely way to ensure people were supported appropriately. However, there were occasions where staff were busy elsewhere and people had to wait for a response. Improved staff deployment was required to improve this.

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 enjoyed working at the home and felt supported by the management team. Staff told us they had valuable supervision sessions with their line manager and could progress in their role if they wanted to. One staff member said, “The manager carries out regular supervisions to provide knowledge to the team regarding any changes that are occurring, and to pass on best practice.” Staff had access to a staff handbook which included policies and procedures along with provider expectations.