Abbey Care

Right support: People's independence was respected and promoted.

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.

Right care: People received care that was tailored to their needs and wishes.

Right culture: There was a strong, person-centred culture. People received care from highly motivated staff who were proud to work for the service.

Medicines were not always managed safely. Not all records showed that people received their medicines as prescribed. Staff currently administering medicines had not had their competency assessed in line with best practice guidance.

Auditing systems were in place. However, we found that they were not always effective. This meant there was a risk that opportunities to improve quality and safety could be missed. We made a recommendation regarding this.

Staff knew people well and could describe the action they would take to reduce the risk of avoidable harm when delivering care. Accidents and incidents were recorded and responded to appropriately. Staff were safely recruited and deployed in sufficient numbers to meet people's needs. People and relatives told us they felt safe when staff supported them. Comments included, "I feel safe because I know [person] is safe, we trust the carers." Staff followed good infection control practices and used PPE to help prevent the spread of healthcare related infections.

People's needs were assessed when they first started using the service and assessments were detailed and

focused on people's personal likes and preferences as well as their physical care and support needs. Staff checked on people's well-being and told us what they would do if they had any concerns about people's health. One person told us how staff went above and beyond and checked on them between care calls when they were not feeling well. Staff received an induction and completed mandatory training to carry out their job roles effectively.

There was a strong, person-centred culture within the service. People and their relatives were overwhelmingly positive about the care and support they received. Comments included, " I don't know what I'd do without them [staff] , they are all good. The look after me well." People received sensitive support to maintain their privacy, dignity and independence.

Care plans contained detailed information about people's routines, likes, dislikes and preferences. Care was focussed on ensuring people achieved positive outcomes. People's care plans contained some details for staff to help them communicate with them effectively. Staff supported people to stay in contact with those important to them. There was an effective complaints management system in place.

The registered manager and staff team were open, receptive to feedback and keen to develop the service. People and relatives felt that the service was helping to meet their needs, preferences and outcomes. The service involved people and their relatives in a meaningful way. People and relatives gave us positive feedback about the friendly and positive nature of the registered manager and staff team.