- Homecare service
Abbeyfield Hope Bank View
Report from 4 November 2024 assessment
Contents
Ratings
Our view of the service
Date of assessment: 28 November 2024 to 13 December 2024. We looked at quality statements in all domains. The service is an extra care service, which provides personal care for up to 75 people living in their own apartments within the scheme. The service performed well against the majority of statements we looked at. There were areas for improvement in governance and learning lessons from incidents, but we were assured of the actions taken by the provider and their plans. The interim manager was responsive to feedback. They and the nominated individual had an open, inclusive approach to leadership. The atmosphere was relaxed and welcoming, with people living their own lives with levels of independence that were positively supported by staff. Staffing levels were safe. Staff understood the risks people faced but access to records containing risk information needed to improve. The reliance on agency staff, which had heightened this risk, had reduced recently due to improved rota planning. This also meant there were improvements in terms of people’s continuity of care, and staff morale. The interim manager and staff worked well with other health and social care partners to reduce the risks people faced and improve their quality of life. There had been a long period of management turnover and a period of change as the provider introduced a new electronic records system. Staff were positive about a new permanent manager starting in the new year and there was an appropriate handover period planned.
People's experience of this service
We spoke with 7 people who used the service, 2 relatives, a range of external professionals and 6 staff. People gave positive feedback about how respectful and patient staff were and raised few concerns. Staff responded appropriately when something unexpected happened. Call times were as agreed. Feedback received in relation to the reliance of agency staff was mixed. This was escalated to the interim manager who was able to demonstrate a review of the rota to make improvements and an overall less reliance on agency staff. One person said, “I’ve been here a year - I came from home. I’m safe oh yes, I just push my pendant if anything happens – they always come when I need them and there is always someone around.” Another said, “There are plenty of staff. I have lots of different, new friends, I’m getting to know everybody, I’m just being myself.” There were no concerns about staff knowledge or their support with such tasks as medicines administration.