Ashville Court

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.

Staff knew people very well and adapted support around what mattered to them, for example choosing a specific lounge to relax in or sitting on the seat in the ‘sweet shop’ area of the home. Relatives told us, “[Name of person] likes doing the activities, the ‘sing around’ when the ‘music man’ comes in. They go to a club every week and gets out quite a bit.”

Staff used daily notes to record how people had spent their day and any changes in their wellbeing.

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.

People received consistent support from a staff team who knew them well. Staff coordinated care with health professionals to ensure timely interventions and followed the instructions given and tracked appointments with other medical professionals which was used to update care plans and share guidance with the staff team.

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

People and relatives received clear information about the service and ongoing care, and staff provided updates in ways that suited each family. There was a welcoming atmosphere in the home, and relatives told us they felt able to phone or visit, raise a complaint or discuss any questions about care. One relative told us, “[Registered Manager] has helped me out and always has a listening ear. If there are any concerns, they are there to get them sorted”.

People were provided with pictorial forms to provide feedback about their care. The forms had colour-coded faces which enabled people to choose a positive or negative response to questions.

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.

Relatives told us managers were approachable and listened when they raised ideas or concerns, and felt confident issues would be dealt with. One relative told us, “[Registered Manager] is brilliant. I even have their personal number as I don’t live locally, and they are very helpful.”

The registered manager told us people’s families were kept up to date via an app on their phones, which enabled two-way conversations and allowed for prompt, secure information sharing about the service.

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

People could access the care and support they needed when they needed it, and reasonable adjustments were made to reduce barriers. Staff supported people to access other services when they needed. For example, escorting them on appointments and organising transport when they needed this.

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.

Relatives told us staff listened to them and they did not share any negative feedback about discrimination at the service.

Staff completed training about equality and diversity and there was a diverse workforce. There were appropriate policies and procedures in place.

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 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 lives. People had the opportunity to discuss their preferences, and these were detailed in specific care plans.

The registered manager had created ‘love heart boxes’ which included a knitted heart, poem and her own contact details to support relatives

Staff had been trained in end-of-life care. At the time of assessment there was no one in receipt of end-of-life care.