Abbots Care Limited (East Dorset branch)

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 people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People’s feedback was distinctly positive in relation to staff’s ability to provide very compassionate, kind, and respectful care and support. They told us staff members demonstrated these caring characteristics that made people feel respected and accepted. A relative said, “Staff have been so positive and respond to [person] and [person], and the family feel cared for and supported, and this makes such a difference.” Another person told us how important it was to them to have staff they could trust, rely upon, and a service they could contact if they needed to. They said, “It’s very important to me that I can talk to them whenever I need.” Relatives appreciated how kind and respectful staff were and told us they felt reassured by this. They gave us examples of where staff had nurtured trusting, meaningful relationships with their family members. One relative said, “Staff are very kind, attentive and give [person] time, they go above and beyond, and I have nominated one before. They do things that are not even asked of them. [Person] is good and happy with them.”

Staff spoke with us about the people they supported with affection, professionalism, and warmth. They had built positive relationships with people and were able to demonstrate their care, compassion and respect for people’s values and lifestyles. They understood the need for people to remain in control and feel empowered by the care they received, and their role in supporting that. One staff member said, “I and other staff genuinely care, and we try to support people in a respectful and dignified way.”

Health and social care professionals were very positive with their interactions with the provider and the staff. Comments included- “Staff are always open to feedback, requests, and work to find solutions. They keep good communication channels open and feel to be very client centred.” And “I have found Abbots care and staff to be proactive, insightful and willing to accommodate changes in line with the clients and main carers needs arise.”
 

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.

Feedback was consistently positive, with staff frequently praised for the respect they demonstrated. This respect extended beyond the delivery of care and support to include the way people were treated by care staff and the provider as a whole.

Care staff were also clear in their feedback that they actively sought people’s preferences each time support was provided. For example, one member of staff told us, “When supporting someone with personal care, I always explain what I am doing before I begin. I ask for consent and support them in a calm and respectful way.”
 

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

Staff supported people to make their own choices and encouraged independence wherever possible. A relative told us, “They encourage [person] to try and get dressed and washed.”

Care staff supported people to manage as many aspects of their care as they could. Care staff were clear about offering people choice and respecting those choices. A staff member told us, “I support a nonverbal client which I offered choices in a way [person] can understand, such as using gestures, facial expressions, pictures, or showing items to help [person] indicate their preference. I observe their reactions and respect these to ensure their wishes are followed, promoting choice, control, and independence.”
 

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.

Care staff demonstrated a clear understanding of how to respond to people’s immediate needs by observing, communicating, and engaging them in discussions. They were aware of how to follow care plans, record and report changes, access risk assessments, and escalate concerns to the management team when required for example, it was brought up in a team meeting that some people had fed back to the service that sometimes they felt lonely. Staff agreed to be more aware of the companionship needs of the people they cared for and agreed to focus on making conversation, listening to and laughing with those they visited.

Health and social care professionals found the service responsive to any change in the needs of the people they care for . A health and social care professional told us, “Abbots care have been not only insightful but have been able to provide evidence to support an identified need for example with one client where the care calls were not being utilised Abbots care were able to identify the client was experiencing anxiety around being separated from main
carer and as a result there would be a potential carer breakdown. Following contact with Abbots care other professionals were alerted to the risks presenting prompting medication review and increased flexibility to enable robust carer support.”
 

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

The registered manager spoke positively about the staff team and expressed pride in their dedication to delivering high quality care. Conversations with staff reflected this view, with people consistently describing the organisation as a supportive and positive place to work. Staff highlighted how the provider’s investment in their learning and development enhanced their skills and directly improved outcomes for the people they supported. Several staff members shared how they had been encouraged to broaden their knowledge and gain new experiences .

The provider demonstrated a strong commitment to staff wellbeing and promoted a healthy work–life balance. Support offered included an employee assistance programme and access to counselling for staff experiencing mental health difficulties. The provider had also developed an internal app to support communication, recognise achievements, and celebrate staff success, showing a genuine investment in valuing and rewarding their workforce.

People benefited from care delivered by staff who felt confident to share feedback and raise concerns. Staff told us they were encouraged to suggest improvements to the quality of care, and they described feeling listened to by the management team. They also spoke positively about the support they received during times of personal difficulty and when caring for people who were experiencing high levels of distress or when situations were particularly challenging.

Staff described having opportunities to progress and develop within their roles, which helped them feel valued and motivated. Feedback from staff included comments such as, “I am valued; I see myself working here for a long time, and there are avenues for progression within the company. I am very proud to work here.” Another staff member said, “I feel valued through regular positive feedback, the staff rewards scheme, and access to mental health support. Management shows appreciation by listening during supervision and celebrating our professional milestones.”

Records confirmed, and staff told us, they received regular supervision and had access to guidance and support whenever needed. Staff felt appreciated and actively involved in shaping care and support. This positive culture contributed to people receiving consistent and compassionate care.