The inspection took place on 23 July 2018, it was unannounced.

At the last inspection the service was rated good and we made a recommendation under the domain well-led because quality monitoring required improving at the service.

Abbey Village is a 'care home'. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

Abbey Village provides accommodation and care for up to 34 people, some of whom were living with dementia.

The service has a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

During this inspection we found the provider was in breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Regulation 12, safe care and treatment. Infection control was not robust within the laundry. Risks to people’s wellbeing were not always recorded or monitored in line with the provider's policy. Medicines were not stored within the correct temperature range to ensure they remained effective and some people’s creams and ointments were not given as prescribed or recorded on their medicine administration charts.

There was also a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Regulation 17, good governance. Ineffective quality monitoring was undertaken and where issues were found they were not acted on in a timely way. There was a failure to monitor the completion of staff appraisals. Surveys had not been sent out to people using the service or to staff to gain formal feedback from them about the service. Baths required replacing in two bathrooms and the provider had not consulted with people about the bathrooms being unable to be used, which affected people's choice.

You can see what action we told the provider to take at the back of the full version of the report.

This is the first time the service has been rated Requires Improvement.

Staff understood their responsibilities to protect people from harm and abuse. Accidents and incidents were monitored. Robust recruitment processes were in place.

Staffing levels provided meet people's needs and they remained under review by the management team. Staff undertook training and supervision to maintain and develop their skills.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

Staff treated people with compassion and supported them in a kind, caring way. People’s privacy and dignity was respected. Advocates were available locally to help people raise their views.

People’s dietary needs were met. The food served looked appetising and nutritious. People who required assistance to eat and drink were supported by staff. Staff contacted health care professionals for help and advice if they had concerns and acted on the advice received.

People’s care records were personalised and staff were aware of their preferences for their care and support. People’s communication needs were known by staff. The provider had a complaints policy in place, issues raised were used as learning to improve the service provided.

The registered manager had an ‘open door’ policy in place so people living at the service, staff or visitors could speak with them at any time. Resident and relative's meetings and staff meetings were held to gain people’s views.

Abbey Village is a residential care home centrally located in the market town of Brigg in North Lincolnshire. The service is registered with the Care Quality Commission (CQC) to provide residential care and accommodation for up to 34 people. At the time of our inspection the service was supporting 31 people to live at Abbey Village; three of these people were accessing the service for respite.

The service provides support for older people or people living with dementia related conditions. The service is provided on one level and divided into smaller areas named The Ash, The Beech, The Elm, The Cedar and The Downey Birch. The service provides a number of communal lounge areas, a sun room, a large dining room, a kitchen, bathroom and toilet facilities, on site car parking and large outdoor garden space.

This inspection took place on 27 November 2015 and was unannounced. The service was last inspected on 1 May 2013 and was found to be compliant with the regulations inspected at that time.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff understood the principles of safeguarding vulnerable people and knew how to report potential abuse. People told us they felt safe living at the service and that staff were caring and listened to them.

We found there were sufficient numbers of staff to effectively support people and they had been recruited in a safe way with appropriate checks carried out to ensure they were suitable to work with vulnerable people.

Staff had good knowledge and an understanding of the needs of the people who used the service. Staff received supervision and said they felt well supported by their colleagues and the registered manager. We observed that staff spoke in a positive way with people and treated them with respect. Staff and the people who used the service interacted in a positive way and observations showed good relationships between them.

People who used the service participated in a range of activities, including days out to the seaside. The registered manager and staff understood the Mental Capacity Act 2005 (MCA) legislation and we saw that applications, where required, had been submitted in respect of people being deprived of their liberty.

The registered manager promoted an open door policy and staff said they felt well supported and it was a nice place to work.

Care records contained risk assessments along with information about their life history and medical conditions. Family and friends were encouraged to visit the service at any time. The service asked for feedback from people in order to make improvements when required.

We found the service required improvements to one of the five key areas we inspected. Audits within the service were not as robust as they could have been but the registered manager had recognised this and systems were in place to improve this.

We made a recommendation to the registered provider about making improvements to the recording and auditing of systems throughout the service.

We saw that staff demonstrated professionalism in their work and interacted with people in a kind and friendly way, providing support and gentle reassurance where this was required. We found evidence of an inclusive and positive approach with staff talking and involving people about their support, to ensure their wishes and feelings were valued.

People who used the service told us they were, “Very Comfortable” in the home and that staff treated them kindness and consideration.

We found the service had a warm and friendly atmosphere. We saw that staff communicated well with each other and worked closely as a team, to ensure people were supported with compassion and consideration for their needs. We observed that people looked clean and well cared for and saw that staff answered their call bells in a prompt and efficient manner; to ensure their needs were needs met in a dignified way. People told us they were, “Very happy” with the level of support they received. They told us that staff listened to them and obtained professional support when this was required, to ensure their health needs were appropriately met.

People told us they felt, “Safe” and had no concerns or complaints about the service they received. People said staff were, “Very helpful” and “Kind.”

Policies and procedures were in place to ensure staff were safely recruited.

We saw that regular audits and management checks were carried out to enable the service to be monitored by the provider.

During our site visit we talked with people who used the service in the lounge areas of the home. We observed care practices and saw how staff and people interacted with each other. Throughout our visit, we observed staff treated people with dignity and respect using a positive, friendly and kindly approach.

People that used the service confirmed they were consulted and involved in decisions about support that was provided. People told us they were treated “Very well” and that staff were “Helpful and Kind.” People that used the service said it was like “Home from home” and that it “Couldn’t be better.”

People who used the service told us they were happy with the level of support they received. People told us that prompt action was taken by staff and confirmed external professional advice and support was obtained when it was needed.

People that used the service told us they had no concerns or complaints about the home and said they felt safe living in the home.

People that used the service said that staff were "Very good" and looked after them well and they were friendly and courteous.