Abbeyfield Hope Bank View

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The interim manager had made a positive impact in areas that needed immediate improvements, for instance the rota planning system. They had built positive working relationships with a range of partners. There were still areas to improve in terms of governance and the implementation of a new electronic care records system. The provider was responsive to our feedback and had plans in place to build on this stability, with plans for a new registered manager, starting early in the new year.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The interim manager had dealt effectively and efficiently with the need to improve rota planning. They worked well with a range of staff. One staff member told us, “I think they have been fair and clear all the way.” All staff we spoke with recognised the need for longer-term managerial stability and were looking forward to the new permanent manager starting in January. The regional manager was responsive to our feedback about the need for improvements in some areas and was committed to improving the service.

The provider had not yet completed the move to electronic recording keeping, meaning there were some gaps in terms of information about risks and care needs not being immediately available to agency staff. This risk had been reduced with the improvements in staffing and the provider was responsive to our feedback. Lessons learned and auditing had not always been effective in identifying patterns and trends that needed exploring to ensure the continual improvement of the service. The provider recognised this and responded positively to the issues we found. The culture was positive, vibrant and supportive of people’s independence. People were included in the running of the service. One person said, “The managers are round and about all the time. They are approachable and we have regular meetings.”

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.