CQC report explained · a nursing home
What the CQC found at Abbey View
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People and relatives said they felt safe. Inspectors found risk assessments, safeguarding training, safe recruitment, safe medicines systems and enough staff to meet people's needs.
- Effective?
- Good
- Care was based on detailed assessments and recognised guidance. Inspectors found improvements in nutrition and falls management, appropriate healthcare links, strong staff training and support for people's choices.
- Caring?
- Good
- No separate Caring rating was given in this report. Inspectors described compassionate end-of-life support and received positive feedback about staff being caring and understanding.
- Responsive?
- Outstanding
- Care was highly personalised, including specialist support for neurological conditions, innovative communication methods, individual activities and detailed planning for end-of-life care.
- Well-led?
- Outstanding
- Inspectors found approachable leadership, strong engagement with people, relatives and staff, and well-established audits and reviews that led to improvements.
What inspectors found, September 2023
Abbey View was rated Outstanding overall; inspectors found safe, effective and highly personalised care, with especially strong communication, activities and leadership.
The inspection was unannounced and took place on 14, 15 and 29 June 2023. Inspectors spoke with people, relatives, staff and health professionals. They reviewed care records, medicines records, safety documents and audits.
The home was rated Good for Safe and Effective, and Outstanding for Responsive and Well-led. Inspectors found enough staff, safe medicines management, clean premises, good training and regularly reviewed care plans.
The strongest findings were about personalised care for people with life-limiting neurological conditions. The home used flexible communication methods, tailored activities and detailed end-of-life planning. Its work with a local hospice supported specialist care.
The overall Outstanding rating means inspectors judged the service to be exceptional in important areas, with strong leadership and care that was highly tailored to people's needs. The previous overall rating was Good, published on 4 July 2019.
Specialist care
The home had developed strong skills in supporting people with life-limiting neurological conditions. Staff received specialist training and worked with a local hospice.
“Abbey View provided an exceptional service for people living with life limiting neurological conditions.” from the report
Communication
People could use different ways to communicate and stay in touch with relatives. This included tablets, voice banking, email, large print and translations.
“Abbey View had taken innovative steps to meet people's information and communication needs over and above complying with the Accessible Information Standard.” from the report
Personalised activities
Activities were based on people's interests, past lives and wishes. The home also supported individual outings and meaningful contact with the local community.
“A wide range of activities were on offer at Abbey View.” from the report
Leadership and improvement
Inspectors found an open management approach and strong systems for learning from incidents, complaints, feedback and audits.
“Governance was well-embedded into the running of the service and there was a strong framework of accountability to monitor performance and risk” from the report
End-of-life support
The home helped people and families discuss future wishes and make detailed advance care plans. Staff worked with hospices to keep their knowledge current.
“The home was particularly skilled at helping people and their families to explore their wishes about care at the end of their life” from the report
Team cohesion still developing
minorManagement had identified a need to improve teamwork, cohesion and morale further. Inspectors saw evidence of progress, but this work was continuing.
“The registered manager recognised there was a need to further improve cohesion within the team at Abbey View to facilitate better teamworking and improve morale.” from the report
Agency staff had been used
minorThere had been significant use of agency staff because of vacancies, although this had reduced after new permanent staff were appointed.
“There had been significant use of agency staff due to vacancies in the permanent staff team.” from the report
- 01How many permanent staff are now in post, and how often are agency staff being used?
- 02What further work has been done to improve team cohesion, communication and morale?
- 03How would you support my relative if their speech or other communication abilities deteriorate?
- 04How would you assess and manage my relative's risk of falls or poor nutrition?
- 05How are advance care plans discussed, recorded and updated with people and their families?
This was an unannounced inspection that looked at the overall service, including care, premises, medicines, infection control, staffing, leadership and records. This explanation was written from the published report of 27 September 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, July 2019
Abbey View was rated Good; inspectors found safe, kind and responsive care, but some checks and care records were not always complete.
This was an unannounced inspection over two days. Inspectors spoke with people living in the home, relatives, staff and a health professional. They observed care, checked the building and equipment, and reviewed care files, medicine records, staff files, complaints and quality checks.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. People were generally protected from harm, received medicines and healthcare safely, and were treated with kindness and respect. The home also offered activities, community links and support to maintain relationships.
Inspectors found some issues that needed attention. Hourly comfort checks were not always recorded properly, one covert-medicine decision was not fully documented, and some care plans lacked detail. Some people also felt lonely, and staff did not always knock before entering bedrooms. The manager said action would be taken, and completed the missing best-interest process during the inspection.
Safe medicines systems
Inspectors found medicines were stored, administered and monitored safely. Staff were trained and checked as competent before administering medicines.
“Medicines were managed in a safe and effective manner.” from the report
Kind and respectful care
People and relatives gave positive feedback about the care. Inspectors observed kindness, compassion and respect, including support for people's individual identities and choices.
“We observed people being treated with respect and dignity.” from the report
Healthcare support
People could access GPs, nurses and other specialists when needed. Records showed involvement from a range of healthcare professionals.
“People were supported to live healthier lives, have access to healthcare services and receive on going healthcare support.” from the report
Community links and activities
The home had links with local schools and the wider community. People could take part in activities, use a minibus and attend trips out.
“There were good community links and people accessed the community regularly.” from the report
Incomplete falls checks
needs fixingRecords for a person at high risk of falls had gaps in hourly visits. Staff also did not always speak with the person during the check as the home's guidance required.
“We reviewed seven days records and noted gaps in the recording of hourly visits.” from the report
Missing best-interest record
needs fixingOne person received medicines covertly, but the home's best-interest process had not been recorded. The manager completed the process immediately after inspectors raised it.
“Although the appropriate process had been discussed with the person's GP, there was no recording of how the provider's best interest process had been followed.” from the report
Care plans lacked detail
needs fixingSome care plans did not give enough guidance for specific conditions, including Parkinson's disease, diabetes and catheter care. The manager said care plans were being updated and reviewed.
“Some people who had specific health conditions such as Parkinson's disease or diabetes did not have detailed care plans.” from the report
Privacy when entering rooms
needs fixingPeople and relatives said staff did not always knock before entering bedrooms. Inspectors also observed staff entering a room without knocking.
“The staff don't always knock I wish they would.” from the report
Some people felt isolated
needs fixingAlthough activities were available, some people did not join in or did not feel activities suited them. Inspectors said this created a risk of social isolation.
“Lots going on but not really for me, it can make me feel low.” from the report
- 01How do you now make sure hourly comfort checks are completed and recorded for people at risk of falls?
- 02What detailed care plans are now in place for people with Parkinson's disease, diabetes or catheter care needs?
- 03How do you make sure staff knock before entering people's bedrooms?
- 04How are relatives involved in care plan reviews now?
- 05What activities or one-to-one support are available for people who do not enjoy group activities or who feel lonely?
This was a planned inspection covering all five CQC questions, including the premises and the care provided. This explanation was written from the published report of 4 July 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Abbey View
3 rated inspections over 7 years: the service has improved, from Good to Outstanding.
- September 2023Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- July 2019Goodstayed GoodSafe: GoodEffective: GoodResponsive: GoodWell-led: Good
- November 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2014
Report published without a new overall rating.
- March 2014
Report published without a new overall rating.
- February 2013
Registered with the Care Quality Commission on 25 February 2013.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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