Abacus Care & Support

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 service met people’s needs. This is the first inspection since the service was registered.We rated this key question as 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.

People received person centred care that was responsive when their needs changed. Staff were able to describe what person-centred care was and how they were providing an individualised care service based on people’s needs and choices. People were able to choose what time they wanted their care provided and their preferences in relation to gender care.

People were cared for by a small team of care staff who they knew well. Staff told us how they valued the consistency of caring for a small group of people. A family member told us, “Consistency is important. [Name] likes the same people coming in and they have got to know exactly what needs to be done.” A staff member told us, “We can really get to know the people we support. We work in partnership with other services which supports a more holistic and joined up approach.

People were given information on all aspects of the service. In addition, there was a quarterly newsletter that informed people about any changes or updates in the service. People’s individual communication needs were considered to make sure that they received information in their preferred formats. This included use of an interpreter, documents available in Braille or other accessible communication methods. Staff were aware of people’s preferred communication methods and where required specialist training was available.We observed staff communication with a person who had their own method of communication which staff had learnt.

People, their advocates and family members felt their views were considered and respected. There was a robust complaints procedure in place. Verbal and written complaints were recorded, investigated, and responded to. Any learning from complaints was shared with office and care staff. Family were asked for the views about the quality of care and had a good rapport with the office staff. A family member told us, “They are particularly good at keeping us informed and reporting things to the office staff, so that everyone is aware of any changes and or updates.” People were encouraged and supported to participate in hobbies or things they enjoyed doing. Staff were encouraged people to try new things such as swimming and bowling, and going to parks in the community.  

The service was accessible to everyone regardless of their background. The management team told us how they ensured people were treated fairly and in a non-discriminatory way. Staff were aware of equality and human rights and the need to treat people as individuals. Staff were confident when they told us about potential discriminatory practices. For example, if people came from a different ethnic background they must have access to good quality care. Staff were recruited based on their ability to do the job and not on their ethnicity or personal beliefs. Staff were required to complete various knowledge checks to make sure they were the right person for the job.

The management and staff team described what equity in outcomes meant and how to support people to access whatever they needed to and be treated fairly as the same as a person who did not have specific needs. A staff member told us, “Every individual should be supported and encouraged to reach their full potential.” Another staff member told us, “We treat people the same irrespective of their, gender, religious beliefs, ethnicity, or disability. They should not be treated less favourably; this would be discrimination.”

People who were supported by Abacus care and support were younger people, most of whom did not have future plans in place. These conversations would take place with people’s family, advocate, and or a nominated person to make sure any special future wishes were known.  Where people did not have family involvement, they had an advocate to assist and determine any end of live wishes or preferences.One person who did have future plans in place to increase their independence and eventually move to a property where they would be able to live more independently with reduced support.