Ashville Court

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.

People were encouraged to express themselves, and staff responded with patience, empathy and sensitively, which helped to build trusting relationships. People and relatives praised staff on their kindness and compassion, they told us staff were patient and caring. One relative told us, “The staff are compassionate, kind, friendly and approachable. They are well trained and always manage to meet [name of person’s] needs. They understand and keep [name of person] happy and know what they like and don’t like. The staff are wonderful.”

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.

Staff knew people well, including their routines, hobbies, likes and dislikes. They adapted care to reflect this, for example, engagement in familiar pastimes like working on a vegetable patch, playing dominoes, reading, and singing.

People’s rooms were personalised with meaningful belongings.

A relative told us,” [Name of person] is a night owl and they weren’t sleeping. Staff have arranged for them to go to bed a little later and get up later in a morning, which has encouraged a better sleep routine”.

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

Staff understood the importance of promoting independence and encouraged people to do things for themselves. For example, a person with a diagnosis of dementia who still wished to apply his own medicated creams. The registered manager carried out a risk assessment to ensure they were safe to do this without support from staff.

People were supported to maintain relationships with friends and family and have access to support networks that were important to them. A relative told us, “[Name of person] is very sociable. They go out 3 times a week to have a drink. We are happy for them to go out, and friends will pick them up. This promotes self-care,”

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 staff responded quickly when people needed help, and the service had a new electronic buzzer system in place which had wireless handsets people could always carry with them. This enabled people to feel secure whilst mobilising and toileting, reduced the risk of becoming entangled in wires and encouraged them to be more independent.

Staff were also observed adapting support on the spot, such as adjusting meals, and ensuring safety when mobility fluctuated.

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

Staff told us they were treated well by the registered manager and felt supported. They spoke about their shift patterns, and how they were given options to work around their family commitments. A senior staff member explained they all worked as a team and covered any sickness absence to ensure safe care for people, but also because they enjoy their work so much. Comments included, “I just love my job and feel happy when I'm here. Even if I feel down, coming to work cheers me up.”