Aspray House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff consistently demonstrated a good standard of professionalism and understanding in their interactions with people. Observations showed that people engaged positively with staff and appeared at ease in their presence.

People and relatives shared that they found staff to be caring and considerate towards them and their loved ones and felt reassured by the respectful way that staff maintained their family members’ dignity during care. One person said, “I’m looked after. Everyone’s been nice to me. They are all kind.” Another person told us, “Absolutely treat me with dignity and they respect me and my wishes”. “One relative said, “I think the staff are kind and caring, and overall, I’m happy with how they interact with [loved one].”

Staff clearly showed their commitment and responsibility in caring for people, while also maintaining privacy and respecting personal choices. This approach ensured that people’s’ preferences and confidentiality were honoured, fostering trust and empowering people to express themselves. For example, one staff member explained, “I always knock before entering, explain what will happen, ask for consent, close doors or curtains, use respectful language, and only include necessary staff.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

All staff members had undertaken training in equality and diversity, this helped ensure the importance of treating people as individuals with different and diverse needs. Staff were aware of and understood people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to feel relax with the care provided.

The registered manager told us they supported people through ‘Celebrating Success’ stories to highlight positive outcomes for people using the service. The manager said, “When people achieve positive outcomes, it helps to build confidence, boost morale, and encourage others to strive for their goals.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people with complex care needs. People were encouraged and supported to manage their daily routines, particularly in how they chose to spend their time and who with. Staff facilitated this by providing information, guidance, and support tailored to each person's preferences and abilities. This approach ensured that individuals could maintain their independence, make informed choices, and participate in activities that were meaningful to them.

People’s care documents played a vital role in ensuring that people received care that was tailored to their preferences and needs. These documents captured essential details about how people wished to live their daily lives, their preferred routines, and the ways in which they wanted to be assisted to maintain their independence.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed that staff listened to and understood people’s needs, views and wishes. Staff responded effectively and immediately to support people, taking steps to alleviate any discomfort, worry, or upset. Staff maintained a composed and empathetic demeanour, providing prompt assistance. For example, we saw evidence that staff were proactive and sensitive when responding to a person who became upset and distressed by giving the appropriate reassurance and support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

We received positive feedback regarding staff wellbeing. Staff told us they felt able to ask for support. Comments included, “Management is very supportive and approachable, and guidance is available when needed 24/7. We can call them anytime and I can say I’m well supported, especially in the night where we don’t have managers at the home. It’s so easy to reach them for important matters.”Another staff member told us, “I have really enjoyed working at Aspray. The team is supportive, and managers are approachable and encouraging. I have received excellent training which has helped me develop my skills and confidence. The work is rewarding because I get to help residents and solve problems, and there are opportunities to grow within the company. Overall, I feel valued as an employee and proud to be part of the team.”

The manager implemented a series of initiatives aimed at supporting staff, which included regular wellbeing check-ins, daily morning meetings with the team, and offering opportunities for professional development. These measures were designed to create an environment where staff felt valued and supported in their roles.