Quality Assurance Report - August 2025
Cantref Care Home – Statement of Good Practice and Service Values
At Cantref Care Home in Abergavenny, we are committed to delivering high-quality residential care that places everyone at the heart of everything we do. Our approach is rooted in dignity, respect, and the promotion of independence, ensuring that every resident feels valued, supported, and empowered.
Drawing on the core principles of person-centred care and in alignment with our Statement of Purpose, we uphold the following service values:
Autonomy and Independence
We support residents in making informed personal decisions, recognising their right to take reasonable risks and assume responsibilities associated with independent living and citizenship.Choice and Control
We promote freedom of choice in daily routines, lifestyle preferences, and meaningful activities, enabling residents to maintain independence and individuality.Respect and Dignity
We treat every resident with the utmost respect, honouring their intrinsic worth, personal identity, cultural heritage, and life experiences.Participation and Inclusion
We encourage active involvement in care planning and decision-making, and foster opportunities for social integration within the home and the wider community.Information and Empowerment
We ensure residents have access to clear, relevant information about their care, health, and available opportunities, empowering them to make informed choices.Personal Fulfilment
We support residents in achieving their personal goals, nurturing their talents, and encouraging the development of new skills and interests.Privacy and Confidentiality
We safeguard each resident’s right to privacy and handle all personal information with the highest level of confidentiality and discretion.Equality and Fairness
We provide equitable access to care and services, free from discrimination based on age, race, ethnicity, religion, gender, disability, sexual orientation, or background.
At Cantref, we strive to create a warm, secure, and supportive environment where residents feel truly “amongst friends.” Our dedicated team of trained professionals is committed to delivering care that reflects best practice, transparency, and continuous improvement.
Introduction
Cantref Care Home is a Residential Category care environment that is registered for 21 individuals over the age of sixty-five. We use our Quality Assurance Questionnaires to find out how we are doing, to have sight of any concerns or to pass on and appreciate any good comments that we have. We use our responses to compile a report that we publish this for transparency.
We have created and sent out three questionnaires. We emailed each individual family member; healthcare professional or staff member and we also set up QR codes around the home for each set of responders. All were able to access the QA from their phones, and we helped assist family members who were a little unsure.
Questionnaire One – For all service users and or their families, to go through the questions with their family member, there was an option to complete on our resident behalf should they wish. The responder was able to be anonymous but with the option of identifying themselves if they wanted a personal response. The questionnaires have been formulated and sent out using Microsoft forms, we also have QR codes and relatives have been able to access the questionnaire through their phones.
78% of respondents were relatives and 22% residents at Cantref Care Home.
Questionnaire Two – For all our healthcare professionals and visitors to the home that are here to provide a service to our residents such as, District Nurses, GP’s, Hairdresser, Mental Health Teams etc.
Questionnaire Three – For all our team of staff. Anonymous of course with a chance to comment if they required personal feedback to one of their responses.
Questions – Resident Survey
Section 1. Catering - How satisfied are you with the catering? 67% reported very pleased and 33% pleased
How satisfied are you with the variety of meals provided? 67% reported very satisfied 33% responded generally satisfied
How satisfied are you with the amount of food provided? 67% reported very satisfied 33% responded generally satisfied
How satisfied are you with the efforts made to satisfy your individual requirements (including any religious and cultural requirements) 78% VS / 22% S
How satisfied are you with the way in which food is presented? (e.g. to make it attractive or easy to eat) 78% VS / 22% QS
How satisfied are you with the starting times for meals? 78% VS / 22% QS
How satisfied are you with the time taken over meals? (e.g. too rushed or too slow) 78% VS / 22% QS
How satisfied are you with seating and table arrangements? 78% VS / 22% QS
How satisfied are you with the general atmosphere at mealtimes? 78% / 22% QS
How satisfied are you with additional snacks and drinks provided? 67% VS / 22% S / 11% N/A
Section 2. Staff
How satisfied are you with the way staff try to help? 89%VS / 11% QS
How satisfied are you with the way staff look after you? 67% VS / 33% QS
How satisfied are you with staff availability at the time you need them? 89% VS / 11% QS
How satisfied are you with the way that they carry out their work? 89% VS / 11% QS
How satisfied are you with their attitudes and general manner? 89% VS / 11%QS
Section 3. Medical / Outside Services
How satisfied are you with the medical services you receive~?~ GP / District Nursing / Dental / Chiropody / Mental Health Support VS 78% / QS 11% / *1” other”
How satisfied are you with the additional support that we put in place i.e. Hairdressing / Optical / Entertainment 89% VS / 11% QS
Section 4. Personal Views on Care and Cleanliness in General
How satisfied are you with the arrangements you have for getting up and going to bed? 78% VS / 22% QS
How satisfied are you with the arrangements for your personal care? (e.g. for washing, bathing, going to the toilet etc) 78% VS / 22%
How satisfied are you with the arrangements for cleaning and tidying your room? 78% VS / 22% QS
How satisfied are you with the social activities provided or arranged? 89% VS / 11% QS
How satisfied are you with efforts to help you keep up with your personal interests and hobbies? 67% VS / 22% QS 11% S
How satisfied are you with how residents in general get on with each other? 78% VS / 11% QS / 11% S
How satisfied are you with the home’s decorations and furnishings? 78% VS / 11% QS / *11% S
How satisfied are you with the facilities and amenities? 78% VS / 22% QS
How satisfied are you with the accessibility of lounges, dining room and other public areas? 89% VS / 11% QS
How satisfied are you with the general cleanliness and tidiness of the building and grounds? 89% VS / 11% QS
How satisfied are you with how well repairs and general maintenance are carried out? 89% VS 11% QS
Is there anything that you would like to add regarding this topic?
“no concerns whatsoever”
“more than satisfied with everything”
Section 5. Management / Complaints and General Satisfaction
How satisfied are you with the availability of the home’s manager to discuss any problems when you need to? 89% VS / 11% QS
How satisfied are you with the way they get things done when asked? 89% VS / 11% QS
How satisfied are you with how they involve residents and families in the affairs of the home? 78% VS / 22% QS
How satisfied are you with the management’s efforts to create a good atmosphere? 88% VS / 13% QS
Is there anything else you would like to add?
“Excellent staff and management”
“I have found the staff especially friendly and caring”
“Everyone is always friendly and helpful”
How satisfied in general are you with Cantref Care Home? 89% VS / 11% QS
If you had a friend, neighbour of someone you know looking into care, how likely would you be to recommend our care home?
100%
If you have had to raise a concern or a complaint, have you felt confident enough to do so and has this been dealt with quickly and to your satisfaction?
“Never had a problem whatsoever”
“I have never had to raise a concern, but would have no issues raising one if needed”
“Yes, and it has been comprehensively dealt with”
“Never needed to raise a complaint or concern”
“Yes, and has been dealt with promptly and to our satisfaction”
Is there anything else that you would like to add for your questionnaire?
“You provide 5*care love and attention to all your residents. We thank you so very much for everything you do for Betty” xxx
“We are very happy with cantref nursing home”
“Thank you for the excellent care provided to dad”
“I am very happy with the quality and caring attitude of the staff as well as all the provision. My only comment is that items of clothing seem to go missing sometimes and items that belong to other residents end up in my mother’s cupboard. Thank you for all the great care you provide”!
“As we are answering on Joan's behalf, we can only answer on what she tells us?”
Responses to questions were kept simple and could be the following:
Very Satisfied / Quite Satisfied / Neither Satisfied nor Unsatisfied / Somewhat dissatisfied / Very dissatisfied
We have kept to three responses above as we scored the top two and no unhappy responses for this years QA. (Somewhat dissatisfied nor Very Dissatisfied)
Cantref Care Home Evaluation Report
Section 1: Catering
Overall Satisfaction: Moderate to High
78% satisfaction with food presentation, timing, and atmosphere at mealtimes.
Strong efforts to meet individual dietary, religious, and cultural needs (78%).
While the catering service is generally well-received, enhancing meal variety and snack options could further improve resident experience.
Section 2: Staff
Overall Satisfaction: Very High
Staff are widely praised for their friendliness and dedication. Continued focus on individual care routines may help close the satisfaction gap.
Section 3: Medical & Outside Services
Overall Satisfaction: High
78% satisfaction with core medical services.
89% satisfaction with supplementary services like hairdressing, entertainment, and optical care.
Residents value both clinical and lifestyle support services. Maintaining strong partnerships with external providers is essential.
Section 4: Personal Care, Cleanliness & Social Life
Overall Satisfaction: High
78–89% satisfaction across personal care, cleanliness, furnishings, and accessibility.
Social activities and support for hobbies received 89% and 67% satisfaction respectively.
Minor concerns noted around clothing mix-ups.
The home is perceived as clean, well-maintained, and socially engaging. Addressing small logistical issues like laundry management could enhance trust.
Section 5: Management & General Satisfaction
Overall Satisfaction: Very High
89% satisfaction with management availability, responsiveness, and atmosphere.
100% of respondents would recommend Cantref Care Home.
Feedback on complaints handling is overwhelmingly positive, with no unresolved issues reported.
Leadership is seen as approachable and effective. The home fosters a culture of openness and continuous improvement.
Resident & Family Comments
“You provide 5* care, love and attention to all your residents.”
“Thank you for the excellent care provided to dad.”
“Excellent staff and management.”
“Very happy with Cantref Nursing Home.”
“Only comment is that items of clothing seem to go missing sometimes.”
Comments are warm, grateful, and deeply appreciative—we are very pleased with the strong sense of trust and satisfaction of our relatives and residents.
🌟 Conclusion
Cantref Care Home continues to deliver high-quality, compassionate care with strong staff engagement and effective management. While most areas exceed expectations, small refinements in catering and logistical coordination could elevate the experience even further. Evaluation of Questions and Responses and what we have done over 2024 / 2025 to commit to the care and environment of our residents.
We scored quite highly in all questions and there were no negative responses. Some feedback from one relative was to just provide a quick email or call if there had been any general health input received from a GP. We have weekly reviews for most of our residents. Should a resident require anything that we have to refer independently for, i.e. continence or mental health for example, we do provide email updates or telephone calls. In the instance mentioned in one answer in the QA we discovered that (a) our emails were not sending through to that particular email address and (b) when that was fixed, majority of emails were sent to relative after working hours and there was an issue with phone app at time and they were appearing in an outbox that was not visible to sender and so the recipient did not receive. This has been discussed with relatives and explained and all resolved.
We continue to ensure that families holding Power of Attorney and listed as primary or emergency contacts are kept informed of any developments in their loved one's care. In response to recent staff requests, we are currently exploring the possibility of providing individual email access to enable weekend updates when management are off site.
Families are always welcome to contact us directly with any concerns. These may range from seeking reassurance during periods of noticeable decline to queries about how we manage evolving care needs. One recent concern, documented through our Quality Assurance process, involved a staff interaction (with a separate resident) that a visiting family member overheard and perceived as improper. After providing context and explaining the circumstances surrounding the event, the family expressed understanding and felt reassured.
Following this, the team received a clear reminder about the importance of maintaining professionalism in communication, particularly during challenging or emotionally charged situations, in this case, a resident began to undress in a communal area, prompting an immediate response to preserve their dignity and maintain the privacy of the environment. Staff acted promptly to redirect the resident to a more appropriate setting. During the intervention, communication became somewhat panicked due to the urgency of the situation; however, staff remained focused on ensuring the resident’s wellbeing and dignity were upheld.
We are pleased with 100% response that Cantref Care Home would be a recommended option as a care provider, and this is an overwhelming and welcome response for the staff here.
Questionnaire – Healthcare Professionals
The first two questions for our form asked what their professional status was and how long they had been attending the home. The responses for this were from our district nurses, GP’s that we work closely with, QCF trainers and Safety Consultant, our longest visitor has been attending the home for 20 years and our shortest for the last five years.
In your opinion, how well are individuals’ healthcare being met? (very well, well, adequately, poorly) - 100% VW
Are resident care plans up to date and accessible when needed? 100% Yes
How would you rate the management of long-term conditions (e.g. diabetes, dementia)? 71% VW / 14% Well / 14% “N/A”
Do staff appear to have the necessary training and knowledge to support residents’ healthcare needs? 57% / 43%
How would you rate communication between staff and healthcare professionals? 100% Good
Do you feel your input is valued and acted upon? 100% Yes
Is the care home clean, safe, and well-maintained during your visits? 100% Yes
Is appropriate medical equipment available and in working order? 71% / 29% “N/A”
Are infection prevention and control measures followed consistently? 100% Yes
How would you rate the management of medications (administration, storage, record-keeping)? 57% / 29% / 14% “N/A”
Do you think staff have a good knowledge of individuals and their care requirements? 100%
Are concerns you raise followed up in a timely manner? 100%
Have you seen improvements following your recommendations? 71% Yes / 29% “N/A”
Do you believe the care home actively seeks to improve the quality of care? 100%
Overall, how would you rate the quality of care? 5* 100%
Would you feel confident placing a family member here? 100%
Is there anything else that you would like to share regarding the overall quality of care at Cantref Care Home?
“Friendly and comfortable home, good staff communications. Proactive management. Sustainable local employer with low staff turnover”.
“I have been regularly visiting Cantref for over 20 years and have only very positive things to say. The care of residents is exceptional, and the staff are professional and always caring. If I ask for anything to be done it is always carried out, and information is always passed to me in a timely manner”.
“The home is immaculate, well managed, and staff are all very polite and accommodating on my visits. The gardens and rooms are impressive and beautifully presented”
“Excellent friendly staff residents always very happy and settled”
“Well run care home Gold standard”
Is there anything you’ve seen in other care homes that you believe could be beneficial for us to adopt or try here?
“Maybe more ensuite facilities but not always possible with the nature of the building”
Just a little last spot for anything else you would like to add.....
“This is a care home and not an institution that provides care”
“Cantref is beautiful, and one of the best residential homes that I have seen”.
“I always recommend families/individuals to look at cantref when looking for a place to live if residential care required”.
Collaborative Relationships with Healthcare Professionals
We are privileged to work in close partnership with a wide range of healthcare professionals, including doctors, advanced care practitioners, and district nurses. These relationships are built on open communication, mutual trust, and a shared commitment to the wellbeing of our residents.
Our team regularly engages with these professionals to share insights, raise concerns, and explore care options. The depth of our team’s knowledge about each individual is consistently recognised and respected, and we are grateful that our input is valued in the decision-making process. This collaborative approach ensures that appropriate actions are taken promptly and thoughtfully, reinforcing the high standard of care we strive to uphold.
Evaluation Summary: Cantref Care Home
1. Healthcare Provision
Overall Rating: Very well
Individuals’ healthcare needs are consistently met with professionalism and compassion. Long-term conditions such as diabetes and dementia are managed effectively, with staff demonstrating strong clinical awareness and responsiveness.
2. Care Planning
Status: Up to date and accessible
Care plans are maintained diligently and are readily available when needed, supporting timely and informed decision-making.
3. Staff Competence
Staff are well-trained and knowledgeable, with a deep understanding of individual care requirements. Their expertise is recognised and respected by external healthcare professionals, contributing to a collaborative and effective care environment. We have a high rate of compliancy, and all staff are members of Social Care Wales registration and three are currently working towards their certificate.
4. Communication & Collaboration
Communication between staff and healthcare professionals is rated highly. Feedback indicates that staff input is valued and often acted upon, reinforcing a culture of mutual respect and shared responsibility.
5. Environment & Safety
The care home is described as immaculate, safe, and well-maintained. The physical environment—including gardens and rooms—is beautifully presented, contributing to a welcoming and therapeutic atmosphere.
6. Medical Equipment & Infection Control
Appropriate medical equipment is available and functional. Infection prevention and control measures are consistently followed, ensuring resident safety and regulatory compliance.
7. Medication Management
Medication administration, storage, and record-keeping are well-managed, with no concerns raised in this area.
8. Responsiveness to Concerns
Concerns raised by visitors or professionals are addressed promptly. Improvements following recommendations have been observed, indicating a proactive and responsive management approach.
9. Commitment to Quality Improvement
The care home actively seeks to enhance the quality of care. Staff and management are described as proactive, with low turnover and a strong local reputation.
10. Overall Quality of Care
Cantref Care Home is consistently praised for its exceptional care, professional staff, and warm, family-like environment. Visitors express high confidence in the home’s ability to care for loved ones.
Additional Feedback Highlights
“Friendly and comfortable home, good staff communications.”
“Exceptional care over 20 years of visits.”
“Immaculate, well-managed, and beautifully presented.”
“Excellent friendly staff; residents always happy and settled.”
“This is a care home—not an institution.”
Suggestions for Improvement
Consider exploring the feasibility of additional ensuite facilities, where possible, to enhance privacy and comfort.
We are pleased to share recent improvements made to enhance the comfort, wellbeing, and overall experience of our residents and staff. A newly installed sensory bathroom now features a height-adjustable bath, designed to support both therapeutic care and ease of use. Residents can personalise their experience by selecting ambient lighting colours and enjoying music during their pampering sessions, promoting relaxation and dignity in care.
In addition, the laundry facilities have been upgraded to improve efficiency and hygiene standards. Flooring in individual ground-floor lavatories has been replaced to ensure safety and cleanliness, and the front lounge has also received new flooring in alignment with our commitment to maintaining a hygienic and welcoming environment.
🌟 Conclusion
Cantref Care Home demonstrates a strong commitment to high-quality, person-centred care. The feedback reflects a well-run, compassionate environment where residents thrive, and families feel confident and supported.
Questionnaire – Staff
Do you have a respectful relationship with management and feel able to discuss matters with them? 100%
Do you have the necessary tools and time to do the work required of you? 100%
If you encounter a problem, or an unusual situation, do you know where to go for support? 100%
Does your management support your best work? 100%
Do you feel valued and supported as an employee of Cantref? 100%
Is training offered to you that is directly relevant to you work/role? 92% / One wishes to have first aid training
Are medication procedures being followed consistently? 100%
Are roles and responsibilities clear during your shift? 100%
Is there any area where you would like more training or support? No 80% / Yes 20% but did not put what or who they are
How well do different teams or shifts work together – some comments received are below….
“In Cantref care home we all work together as a team our teamwork is valued; we all worked well as a team and get on with one another as our colleagues You can always ask for help with your colleagues on each shift. They are always there to help and support you within your role whilst working personally myself. I feel that I can speak to both colleagues and my management if I am stuck or an in doubt of something that I’m unsure about 😊”
“There can be some issues due to each shift having their individual preferences and strengths when it comes to doing the work that need doing and some are more time efficient than others”
“All shifts have different ways of working but all achieve the same outcome”
“Both teams work well but differently. I have learnt to adapt to each shift”
Key Strengths
Management Relationship & Support (100%) Staff feel respected and able to communicate openly with management, which is a strong indicator of psychological safety and healthy workplace culture.
Resources & Clarity (100%) Employees report having the necessary tools, time, and clarity around roles and responsibilities—critical for operational efficiency and job satisfaction.
Support Systems (100%) Staff know where to seek help when facing challenges, suggesting that internal support structures are well-communicated and trusted.
Employee Value & Recognition (100%) Feeling valued and supported is a cornerstone of retention and morale. This result reflects a culture of appreciation and care.
Medication Procedures (100%) Consistent adherence to medication protocols indicates strong compliance and attention to resident safety.
Training & Development
Relevant Training (92%) While most staff feel training is aligned with their roles, one individual has requested first aid training. This presents an opportunity to enhance the training offer and ensure all staff feel fully equipped.
Additional Training Requests (20%) A minority expressed interest in further training or support but did not specify areas. We have messaged our team on caredocs to enquire as to which staff member would like more training there are two who have asked, but we are unsure who at this stage. More training news is at the end of this evaluation.
We shall share these results with the team to reinforce the culture of support and excellence, while acknowledging areas for growth
Ten anonymous responses were collected from staff at Cantref Care Home regarding inter-shift collaboration and team dynamics. Responses were reviewed for recurring themes, tone, and constructive insights.
General Team Cohesion: Several responses reflect a strong sense of teamwork and mutual support. Most staff feel comfortable seeking help and adapting to different working styles across shifts.
Adaptability and Shared Goals: Comments have been made such as “we all achieve the same outcome” and “I have learnt to adapt to each shift” suggest for our QA that despite differences in approach, teams are aligned in their commitment to resident care.
Variability – several comments gave more insight that shifts operate differently, with some perceived as more efficient or collaborative than others. This may reflect differences in leadership styles, staffing levels, or communication practices.
Perceived Imbalances in Effort or Attitude: A few responses raise personal insight about unequal workload distribution or interpersonal dynamics; there are instances where certain individuals assert themselves more strongly within the team. While these are subjective views, they highlight the need for ongoing dialogue continued supervision into team working.
___________________________________________________________________________________________________
Note from the RI – Anthony Bailey
We maintain a strong commitment to staff support through regular supervision sessions and an open-door policy. Team members are encouraged to communicate with management via the Caredocs system, email, or telephone, and are familiar with our office hours. Many also feel comfortable dropping in informally for discussions, support, or to raise requests—something we actively welcome.
Our approach continues to centre on fostering a respectful and collaborative team culture. We remain mindful that the wishes and wellbeing of our residents are at the heart of everything we do. There is no single, fixed method for delivering care across shifts; rather, we believe that by working together, thinking proactively, and striving for excellence in our roles, we move closer to achieving a truly harmonious and person-centred care environment.
We also recognise that some colleagues have expressed interest in additional training, such as first aid, and others may have needs that haven’t yet been voiced. We’re committed to exploring these areas further so that every team member feels fully equipped and supported Our First Aid course will be implemented later in the year for our newer employees and our Fire Safety courses are set to start in October 2025 and three separate dates for staff ease. Fire Evacuation drills have taken place in August 2024 and will be repeated with the Fire Safety Officer. Management undertook their own drill with night staff in July 2025 and are due to undertake another shortly.
Our Cook has completed their Level III Food and Hygiene course as has Deputy Manager and any other training requests will be considered and acted upon by management.
Supervisions and Staff Engagement
Supervisions have been reviewed and, while some are due, they remain up to date and staff focused. We maintain an open-door policy and engage with staff daily. This is facilitated by the small scale of our setting and the consistent presence of management throughout the working week. I attend the home from Monday to Wednesday, and I remain on call for the rest of the week as needed, ensuring continuity of leadership and support.
Over the past year, significant attention has been given to enhancing the aesthetics and overall environment of the home. Feedback from recent Quality Assurance visits has been positive, particularly regarding the improvements made to the garden and outdoor areas. We are planning to refurbish the patio area soon. Internally, the flooring throughout the home has been upgraded, and improvements have been made to the fire escape, waste disposal areas, laundry facilities, bathrooms, and lavatories. Bedroom 11 has undergone a full refurbishment, and other bedrooms are scheduled for their annual review and maintenance, including painting and minor enhancements.
We continue to address environmental challenges through several local and sustainable practices. Used kitchen oil is collected by a local provider for repurposing, and recyclable waste is regularly collected. Additionally, we prioritise sourcing produce from local, family-run suppliers, including fruit and vegetable vendors and butchers, to support the community and reduce our carbon footprint.
Thank you to everyone for their involvement with this Quality Assurance Feedback.
Anthony Bailey
Responsible Individual
Cantref Care Home