Staff at home care provider rated 'outstanding' are 'polite, kind' and 'respectful'

Abbots Care Ltd in Hertfordshire is celebrating being rated 'outstanding' by the Care Quality Commission (CQC) for the second consecutive year, with its founder saying they are "over the moon".

The inspectors praised Abbots Care, emphasising the home care service is centred around an individual’s needs and continues to have a positive, open and empowering culture.

The CQC received input from 36 individuals who use the service and seven relatives about their experience of the care provided.

Family, and relatives who commented said the provider’s team is “polite, kind, caring and respectful”.

The report highlighted how one service user received excellent support with their health needs and how they “cut down” the amount of times they had the care workers to their home.

They said: “I am getting so much more independent thanks to one particular worker who is amazing… without their support, I would not be where I am now."

The 48-hour inspection was undertaken in 2021 by four inspectors and two Experts by Experience, the latter qualified by personal caring experience in the care service.

Camille Leavold, co-founder and managing director of Abbots Care, said: “We’re over the moon. The inspection was very much based on feedback from the care workers and service users, so I’m guessing that makes it even better.”

'During COVID-19, Abbots Care played a central role in our response'

The inspectors also highlighted ‘staff were extremely responsive to people's changing health and wellbeing.’

One example saw how the ‘service worked with Watford Hospital on rapid discharge and often found the hospital pharmacy was not open all weekend. To facilitate this, staff collected medicines from the local pharmacy on their behalf, meaning people didn't remain in hospital unnecessarily over the weekend.'

A local authority representative praised the provider and staff team in the report for their work during the pandemic. They said: "During COVID-19, Abbots Care played a central role in our response. As well as delivering continuity of service throughout the pandemic.

"Abbots Care was also at the forefront of developing new ways of working to support the response, crucially including developing safe and effective means of supporting individuals who were COVID-19 positive.

"At all times this involved balancing the needs of people, the safety of staff and the needs of the wider health and social care system."

'Keep trying to get the best feedback from our service users and never be complacent'

Abbots Care received its first ‘outstanding’ report in 2020. When asked how they managed to achieve such a high rating, Ms Leavold told the Let’s Talk About Care podcast that Abbots Care would always “keep trying to get the best feedback from our service users and never be complacent.”

Her tip is to “employ the best people you can, give them progression, give them qualifications. It is really about the workforce.”

In 2021, Ms Leavold was the first recipient of the government’s new Chief Nurse for Adult Social Care award, for her ‘inspiring’ leadership efforts during the Covid-19 pandemic.

This accolade is reflected in the report when inspectors said the service has ‘exceptional leaders that drive high quality and personalised care based on the high level of skills and knowledge of the Abbots Care team. As a result, the staff and leaders together strive to ensure that people are supported to lead confident, inclusive, and empowered lives.’

The report concluded the service had ‘maintained an excellent track record of delivering personalised care, which provided people with the utmost confidence in the service. Many people and relatives we spoke with said they would not hesitate to recommend Abbots Care Limited (Hertfordshire) to anyone needing support at home.’

To read the report go to https://api.cqc.org.uk/public/v1/reports/994cd029-348d-4c46-b47f-91ef5418ad91?20211030120000

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