Ashurst

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act. People were regularly involved in planning and making shared decisions about their care and treatment, to ensure it was centred around them and their needs. Staff provided advice in a way they could understand, so they understood their condition, care and treatment options, including any associated risks and benefits.

The provider followed best practice guidance regarding involvement and person-centred care. The registered manager told us there had been no recent complaints and provided an example where organisational learning had been achieved following a complaint made by a person in 2024; staff had met with the local authority and police to determine learning and worked with the local authority for a long time to look for other more suitable services for this person. The Greater Manchester Integrated Care Board (ICB) were also involved on an ongoing basis and staff met quarterly with all the ICB’s involved. ICB’s replaced Clinical Commissioning Groups (CCGs) in the NHS from 1 July 2022.

People’s care plans were up to date and fully reflected their physical, mental, emotional and social needs. Leaders ensured people, and where applicable their relatives, were regularly involved in planning and making decisions about care and support. A relative told us, “[Person] has been at Ashurst since Dec 2024; staff have kept me informed and it is a really good placement.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. People and relatives felt confident complaints were taken seriously and dealt with in an open and transparent way, with no repercussions. A relative told us, “I would speak to [registered manager]; I’ve had had a couple of concerns which have been dealt with.”

There was a large display board which held details of how to complain and provide feedback via a number of ways; these included details on how to complain to CQC, safeguarding contact details and person’s forum contact details. Regular surveys were carried out to determine people’s views on the care being provided to them. A positive comment received from the local authority stated, ‘Ashurst are specifically providing good support to [person] who has all the care he needs.’

The provider and registered manager learned from complaints and concerns and used these as an opportunity for improvement and gave us examples of how they incorporated learning into daily practice. There was a recording system in place to log complaints, audit action taken, monitor for themes and aid learning. Action was taken in a timely manner and was proportionate and appropriate to complaints made. There was a ‘You said, we did’ board in place which was easily accessible to people and staff.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People were supported to co-develop detailed risk management plans and were supported with the development of positive relationships with peers. People and relatives did not report any concerns about any barriers to care or the existence of any discrimination. Staff received equality and diversity training and there was an equality diversity policy in place to provide guidance. A compliment had been received in March 2025 from a dentist regarding the support to [person]; the dentist commented how kind and intelligent staff had been with [person’s] appointments and commented, ‘Staff were intelligent and supportive and had a joke, and [person] gave a thumbs up.’

People were provided the opportunity to share what was important to them if they chose to. The accommodation did not have any barriers to access and had a positive relaxed atmosphere in all areas, with staff and people spending time both inside and out of the property and going to the local shops. People could cook or prepare food in the large kitchen and either eat together or on their own if preferred.

The provider complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.