Abbots Care Limited (Hertfordshire)

The last inspection of this service was rated as Outstanding (Published 17 September 2021). This assessment was carried out due to the length of time since the previous rating and information of concern we had received.

During the assessment we spoke with the registered manager, who was also the provider, 3 additional members of the management team and received feedback from 15 staff.

People, relatives, and staff were very exceptionally positive about how the service was run and the management team.

Robust and consistent governance systems were in place to drive improvement and identify any issues. Thorough and smart action plans were in place where needed to ensure improvements were made swiftly. These plans included training, changes to staffing, changes to processes and implementing new systems.

The team worked with external agencies and partners and had developed positive relationships which helped ensure people received outstanding care and staff were well prepared to provide this. The management team shared their expectations for the service they wanted to provide, and staff were clear, and also motivated, on how to achieve this.

The provider was innovative and always looking for ways to improve people’s experiences and health but also make their lives better. The provider also worked on ways to create opportunities for carers to receive further training or working conditions. This included advocating for better pay for carers and promoting their wellbeing.

The team worked with external professionals to help ensure people received the right care and any additional support.

The management team were available for people and staff providing support and guidance. Staff received training and supervision. There were regular training and learning updates.

People, relatives, and staff had opportunities to share their views. We were told the management team were responsive and helpful. The staff team was organised to help ensure visits happened when planned for the expected time and in a person-centred way. Effective communication was in place if visits were going to be delayed.

Staff were positive about the service they provided, the management team and liked working for the provider. The provider invested in their staff to promote their well-being. Staff were very positive about the support they received and felt invested in to provide good care for people.