Ablecross Limited Also known as Ablecross Care Services

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 consistently treated with kindness, empathy, and compassion. Staff respected individuals’ privacy and dignity and extended the same respect to colleagues and professionals from other organisations.

People and their relatives spoke positively about the respectful and caring approach of staff. One person said, “The care workers are kind and respectful,” while a relative commented, “They [care staff] are fantastic people and treat our home and relative with respect. They improve the quality of our family life.”

The provider was actively working to enhance compatibility between staff and people using the service. They used an electronic care planning system to initially match staff and individuals based on shared languages, preferences, and interests. These matches were then reviewed by the senior team to ensure the best fit. Staff interactions were regularly monitored by the leadership team to ensure respectful and compassionate care was consistently delivered.

Staff were able to clearly describe how they upheld dignity and respect in their daily practice. Comments included: “I always treat people with dignity and respect by speaking kindly, giving them choices, and involving them in their care. I protect privacy by closing doors or curtains and keeping information confidential.” And “We treat the people we support with patience and compassion, making sure they feel valued and listened to. Families and carers are also shown respect and kept involved. We work in partnership with other professionals like nurses or GPs in a polite, collaborative way. Overall, kindness and respect run through how we work with each other, with service users, and with anyone involved in their care.”

People were treated as individuals, with care and support tailored to meet their personal needs and preferences. Care plans contained detailed information about each person’s strengths, abilities, aspirations, cultural background, and protected characteristics. This ensured that care delivery was respectful and person-centred.

Staff demonstrated a clear understanding of the importance of individuality in care. They described how they adapted their approach to reflect people’s wishes and preferences. One staff member said, “I learn about people’s personal cultural, social, and religious needs through their care plans and by talking with them. I use this to make sure their care is respectful and meets their individual preferences.”

Staff actively promoted people’s independence, ensuring they had choice and control over their care, treatment, and wellbeing. They encouraged individuals to participate in daily activities such as household chores, personal care, and community engagement. This approach helped people build confidence and maintain a sense of capability.

One staff member shared, “I try to encourage them to be as independent as possible. I give people the flannels, speak calmly, and encourage them to be involved.” Another added, “I support people to maintain independence by encouraging them to do as much as they can for themselves, like dressing, washing, or preparing snacks, while offering guidance when needed.”

The service demonstrated a commitment to listening to and understanding people’s needs, views, and wishes. Staff responded to individuals’ needs, taking action to minimise any discomfort, concern, or distress.

A staff member shared an example where they identified that a person’s time-sensitive medication was not being administered consistently during the early morning round. To address this, they adjusted the staffing to improve reliability and ensure timely visits. The medication schedule was adjusted to 07:45 AM and 07:45 PM in consultation with the person and their family member to maintain the required 12-hour interval. This change has recently been implemented and is being monitored, with a follow-up call planned to gather feedback and ensure the arrangement continues to meet the person’s needs.

The provider stated, “Through the use of our newly migrated electronic care planner app, all visits are now managed via real-time electronic call monitoring. We are conducting monthly audits to ensure the system’s effectiveness. As a result, visit schedules have been updated to better reflect real-time care delivery.”

The provider actively promoted staff wellbeing and supported the delivery of person-centred care. Since 2023, they have maintained a 92% staff retention rate, underpinned by a dedicated strategy focused on respectful relationships, trust, and work-life balance.

Staff development and progression were encouraged. Wellbeing initiatives included HR support, counselling, 24-hour GP access, private appointments, accommodation assistance, quarterly supervisions, annual appraisals, monthly team meetings, and 24/7 on-call support via rotating Care Coordinators. Quality assurance was maintained through task observations and four annual checks per employee. Recognition schemes such as “Carer of the Month” with gift vouchers further supported morale.

Staff spoke positively about the support they received: Comments included, “I feel valued, respected, and supported. My workload is busy but manageable, and I get regular breaks and fair shift rotations.” And “My feedback is listened to, I receive the training and resources I need, and my efforts are recognised. I feel well supported by my manager and team.”