Aspray House

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 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 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.

People were actively encouraged and supported to make decisions regarding their own care and support. This approach ensured that people retained their independence over their lives, with staff facilitating opportunities for choice and independence throughout the support process.

Care plans were developed in close consultation with those receiving care, reflecting each person's care needs, preferences, and aspirations. These plans were personalised and regularly reviewed to ensure that they remained relevant and responsive to any changes in circumstances or wishes.

Daily documentation indicated that staff consistently supported people in accordance with their expressed wishes. Notes captured the ways in which people were involved in decisions and how their choices were respected and acted upon, providing clear evidence of a person-centred approach in day-to-day practice.

People were supported and encouraged to have a meaningful voice in the delivery of their care This included opportunities to express preferences, participate in planning meetings, and provide feedback about their experiences. Such practices empowered individuals, ensuring that their views shaped the way care was provided and promoting a sense of ownership and control.

Staff demonstrated a clear understanding of the importance of person-centred care. This foundational knowledge underpinned their daily practice and ensured that people received care that was not only safe and effective but also respectful and responsive to their circumstances. One staff told us, “I ensure I follow care plans and individual preferences.” Another staff said. “Staff get to know individuals through care plans, observation, and communication with families”.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Relatives confirmed that people had access to the care they needed. One relative said, “I have no concerns regarding the care and support that my [love one] receives.”

People received appropriate support from health care professionals, such as GP and physio therapists when required. Any recommendations or guidance provided were documented within their care plans and were clearly understood and put into practice by staff.

People’s care records demonstrated a collaborative approach between the provider and various health services, including occupational therapists, GPs, and other specialists. This partnership was established to ensure that individuals received appropriate and personalised care, precisely tailored to their Individual needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider had systems in place to ensure assessments were completed appropriately for each person’s needs prior to moving into the service. This proactive approach ensured that any necessary adjustments or accommodations were implemented from the outset, supporting a tailored and inclusive care environment.

People received information tailored to their specific communication requirements. This information was made available in a range of formats, including large print, spoken word, or through mutually agreed hand signals. Staff were familiar with each person's communication preferences and provided support in accordance with the Accessible Information Standards.

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 using the service and their relatives told us that they knew who the registered manager was and felt comfortable approaching them. One relative said, “I feel the service is reasonably well managed, and I do know who the manager is. I feel they listen to me when I raise anything.”

Staff reported that they actively listened to people as well as their families. This approach was taken to ensure that all voices were heard and that everyone played an essential role in the ongoing development and improvement of the service. One staff member told us, “I always ensure that I listen to the [person] I’m supporting and their relatives, as empowering people and there family is very important improve [people] lives.”

There was an appropriate complaints procedure in place, with people and their relative aware of the steps to take should they have any concerns. People confirmed that any issues raised were responded to in a suitable manner, reflecting confidence in the process and management's responsiveness.

We observed that complaints were properly documented and acted upon, with lessons learned being incorporated to reduce the likelihood of similar issues arising in the future. This approach also contributed to the ongoing improvement of the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff demonstrated a good understanding of each person's needs, enabling them to provide timely access to care, support, and treatment as needed. The provider was able to offer flexible arrangements, including accompanying people to their appointments to ensure continuity and care was delivered appropriately to the individual.

Staff had completed training in equality, diversity, and human rights. This training ensured that all staff members understood their responsibility to deliver services fairly and equitably. As a result, people were assured of receiving care that respected their rights and promoted inclusivity.

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.

We saw that care plans took into account people's protected characteristics, such as age, disability, gender, race, religion or belief, sexual orientation, gender. This approach ensured that each person’s needs were recognised and respected, which adopted a culture of equality and inclusion.

Staff were given clear guidance to help them understand and respond to the diverse needs of people they cared for. This included training on cultural competence, disability awareness, and person-centred care. By following this guidance, staff were able to deliver care that is sensitive, respectful, and effective, thereby upholding the principles of equality and diversity.

There were relevant policies in place to promote equality, diversity, and human rights. These policies provided a framework for ensuring that everyone was treated fairly and with dignity. They cover areas such as non-discrimination, reasonable adjustments and the protection of people's rights and freedoms.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were actively engaged and encouraged in making decisions about their care and treatment, ensuring that their preferences and wishes were respected and incorporated into their care plans. We saw that people’s care plans were tailored to each person, containing specific person-centred information to guide future care arrangements. Additionally, care records documented individuals’ choices concerning significant future events, such as their preferences and wishes for end-of-life care. This approach demonstrated a commitment to providing personalised and dignified care, particularly at critical times in a person’s life.