Abbey Rose

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 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.

There was detailed information within people’s care plans about the support they required. This included the use of any equipment and specific instructions to ensure the person’s welfare and safety. Staff told us, “Staff respond promptly to people’s needs and follow care plans”.

Staff were able to explain what person-centred care meant to them. This included the importance of considering the person’s individuality and acknowledging everyone was different, so their care needed to reflect this.

Relatives told us they had built positive relationships with staff, who knew how a person liked their support to be delivered. Staff said they had learnt what was important to a person, so ensured their preferences were respected.

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.

We saw staff providing reassurance when people were becoming anxious, this included distracting the person in order to reduce distress or incidents and to keep people safe. This was carried out in a calm and respectful way in line with the person’s care plan which staff followed.

The management team understood people’s health and care needs and communicated with professionals so people could have access to local health services. Records we reviewed confirmed this and reflected how staff had contacted external professionals for specific advice about people’s care. Care plans were stored electronically so staff across the service could view them, which helped staff provide continuity of care.

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

People and their relatives told us they were given detailed information about the home before they moved in. This helped people and their families feel prepared, informed and reassured about what to expect when moving into Abbey Rose

Person centred care plans contained information about people’s preferred methods of communication and any support they required to communicate effectively. Care plans also detailed barriers that may make communication more difficult. For example, people needing staff to remind them or help them to insert hearing aids. This level of detail helped staff understand people’s communication needs and provided guidance on how to ensure they were heard, understood and included. Staff told us, “It is important to talk clearly to a resident and be patient with a response as well as ensuring they have the relevant aids that support communication”.

Communication was effective within the service; we received positive feedback about the way the service communicated with relatives and staff. The service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand.

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.

Records showed complaints were dealt with in a timely way, any actions were shared with staff to help improve the service. Relatives told us they knew how to complain.

The provider sought feedback from relatives in a survey.

The complaints policy was aligned with best practice for handling concerns. Staff told us they knew how to raise concerns and access support and were confident they would be listened to. A relative told us, “I speak with [care manager] if I have any concerns, they sort things out before I need to make a formal complaint.”

There was a notice board in the entrance hall that included a leaflet about Abbey Rose and other relevant information to share with visitors.

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

Staff and management supported people to access external healthcare resources when they needed, and people’s care plans detailed regular appointments with healthcare professionals.

One relative told us, “When [person] had a chest infection, they got the Dr to sort it out and let me know”. Another said, “I can't praise the staff enough how they deal with anything that arises and deal with my father's behavior.” This demonstrated a coordinated approach to care, helping to maintain people’s health, and achieve positive outcomes.

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 provider worked in line with equality and human rights legislation, ensuring people were not discriminated against and that their diverse needs were recognised and respected.

Staff training had included equality, diversity, and human rights, and their practice was checked through regular spot checks, supervisions, and ongoing support. Policies and procedures were aligned with current equality legislation, ensuring both people and staff were treated fairly, consistently, and with dignity. Staff told us they felt confident delivering care that was inclusive, respectful, and person-centred.

Care planning processes considered a range of individual factors, including age, gender, religion, disability, and other protected characteristics.

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.

At the time of this assessment, no one was receiving end of life care. However, a relative told us, “I can't fault how supportive they were at that time [when their relative passed away at Abbey Rose].”

People’s care plan detailed their wishes in the event they developed a new long term health condition, were approaching the end of their life, or required decisions about life saving treatment. These documents captured people’s preferences clearly, helping ensure their choices would be understood, respected and acted upon should their circumstances change. Relatives told us they had been involved in this process with their family member, which supported people to have control over future care and decisions.