Abbey Grange Nursing Home

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices, and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Staff knew people well but were often task focused and did not always deliver care in line with people’s care plans and personal preferences. We raised these issues with the management team who took timely action to address staff deployment and improve care plans. People were supported to personalise their bedrooms and had access to items that provided comfort to them such as photos and mementos.

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. People were supported to access healthcare professionals. Staff communicated well with external healthcare professionals and followed their guidance.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and visitors to the home had access to information which was appropriately displayed throughout the service and available in different formats. People also had access to a service user guide which provided people with relevant information about the home.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had a complaints procedure which was displayed throughout the home. Complaints raised were actioned and changes were made to improve practice where required. People and relatives told us they felt at ease to speak with staff and leaders if they had any worries. The management team also sent out regular surveys requesting feedback about the home. The findings were displayed in the format of ‘you said, we did.’ For example, people shared that the service was looking tired in some areas. As a response, the management team developed an environmental action plan to start addressing this.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to all the support they required from staff and from external professionals. People had access to a well-presented garden area and enjoyed spending time in this area. Signage was available to help people navigate around the home. The home had open and spacious areas which improved accessibility.

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. Recently, all staff participated in the “Dementia Bus” experience, which provided a powerful insight into living with dementia and physical disabilities. The registered manager told us this had significantly improved empathy and understanding, further strengthening the quality of care delivered.

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 involved in discussions about end-of-life care. Care plans contained information about people’s preferences and views regarding their end-of-life wishes. Staff and leaders confirmed they would liaise with external professionals to support this stage of their lives.