Abbey Rose

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.

People were treated with kindness, empathy and compassion, their privacy and dignity was respected. Staff treated colleagues from other organisations with kindness and respect.

Staff were described by relatives as; "Very caring, hardworking and they know their residents' individual needs and requirements well."

We observed staff were friendly and supportive of people. Staff told us, “Residents receive compassionate, person-centred care”.

The majority of relatives told us people’s privacy and dignity were respected when they visited their relatives, but we observed a person using the toilet with the door open so people passing by could see and a relative told us, “She can wander around freely. She may have other people's clothes on sometimes, or she has someone else's teddy”. We observed respectful interactions between staff and people. Staff told us they knew people well and respected people’s confidentiality and privacy.

Staff at Abbey Rose 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. Staff were able to read and learn about people’s culture and background in their care plans to help get to know them. We saw staff were attentive to people in the home, making sure they listened to them and respecting their choices, for example whilst supporting people.

Staff knew people well and could tell us about people's individual needs.

Staff told us, “I try to make their life better through kind interactions, patience, and emotional support.” And “I focus on the individual's preferences, values, and unique circumstances.”

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

Staff understood people’s individual needs well and how they wished to be supported day to day and said, “We encourage residents to communicate in ways that suit them, including reminding them to wear hearing aids or glasses where needed and adapting our communication to meet individual needs”.

Relatives told us staff promoted their family member’s independence and encouraged them to do as much for themselves as they could. A relative told us, “They [staff] encouraged him to do what he can for himself.”

Staff and managers supported people to keep in contact with those who were important to them so they could maintain important relationships. A relative said, “This was important for people’s continued wellbeing and comfort.”

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 had access to a range of aids and adaptations to obtain staff support when they needed. Sensor alarms were fitted in some people’s rooms to alert staff if assistance was needed, helping staff monitor people safely. Call bells were available in people’s rooms, and communal areas. The care manager completed regular audits of response times to call bells to monitor and investigated where response times were longer than expected.

The electronic care planning system was used to record all communication with health and social care professionals. This meant all information was kept centrally and was accessible to staff. Staff told us, “Care plans are generally accurate and updated when residents’ needs change, helping staff provide consistent care”.

People and their relatives told us overall communication with Abbey Rose was effective, and they felt informed and actively involved in decisions about care. Records showed that staff supported people’s needs and responded appropriately.

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

Staff were supported by the provider with their wellbeing. This had enabled them to provide care to people in a safe way. Feedback we received from staff showed they were passionate about their roles.Staff told us, “The management team is approachable, supportive, and encourages open communication. They listen to staff and provide guidance when needed.”

Regular staff meetings and opportunities for team working had helped to foster a positive and inclusive working culture. This included regular, informal staff check-ins. Staff told us, “Teamwork is encouraged, staff morale is generally positive, and I feel valued”. Staff described being “Respected and valued” in their role.

Clear processes were in place to support staff with their mental and emotional health, and staff told us they had felt listened to.