Abbey View

Innovative communication methods were in use and information could be provided in different formats to promote understanding and enable people losing their previous communication skills to maintain relationships and make choices.

There were a wide range of opportunities for people to get involved in activities that suited their individual wishes, this meant people could live life as full as possible.

People, relatives and staff told us the home was exceptionally well-led. We received only positive feedback about the management team, and recent work by them and their staff team had further improved staff morale and the atmosphere in the service. Governance was well-embedded into the running of the service. Robust audits highlighted good practice and areas where improvements were needed to ensure sustained outstanding care. The home ensured continuous learning by reviewing accidents and incidents to prevent them from happening again. Notifications to CQC had been made as required and the provider was open and honest with people and their relatives.

Without exception people and their relatives believed Abbey View to be safe. Staff had participated in safety related training included safeguarding training to keep people safe and this was annually updated. Risks to people's health, safety and wellbeing were assessed and measures put in place to minimise the likely hood of harm. This enabled people to live their lives to the full.

A robust nutritional strategy and measures to improve the dining experience at Abbey View had extremely positive results and now few people were at risk of malnutrition. Work on other areas such as falls management and use of a deterioration and escalation tool had further improved people's experiences.

Extensive analysis of call-bell data had ensured people received the support they needed in a timely manner. There was ongoing work to further improve responses to people with staff pre-empting people's calls when possible.

Holistic assessments and person-centred care plans were in place for people and there was evidence to show these were regularly reviewed and updated. Innovative records, including the 10 most important things to know about a person and 'this is me', provided staff with insight into people.

Sufficient staff were deployed to meet people's needs and agency staff use had significantly reduced due to recruitment. Staff were safely recruited.

The premises were exceptionally clean and infection prevention and control practice was strong. Medicines were safely managed, and people's medicines were administered as and when prescribed.

Staff training was ongoing, from attending the providers induction academy, to updates and supportive supervisions, staff were constantly learning and improving their knowledge and skills.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

End of life care was provided in a compassionate way and advanced care plans were developed to ensure people and their relatives could receive care as they wanted it.