Ashby Court Care Home

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 Outstanding. At this assessment the rating has remained Outstanding. This meant people’s needs were met through good organisation and delivery.

This service scored 89 (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 placed people at the centre of decisions about their care and support. Most people told us they had been involved in planning and reviewing their care, and there were opportunities for people and those important to them to contribute through regular reviews, meetings and ongoing discussions with staff and management. Care was tailored to reflect people's individual preferences, interests and desired outcomes, with personalised support and adaptations helping people maintain their independence and exercise choice and control over their daily lives.

People were actively involved in planning and reviewing their care and support, with most people able to describe how their views, preferences and choices were reflected in the care they received. While a small number of relatives were not initially aware that care plans were in place, the service provided a variety of opportunities for people and those important to them to contribute to care planning through regular reviews, meetings and ongoing discussions with the registered manager and staff team. This helped ensure care remained responsive to people's changing needs and preferences.

Throughout the inspection, we saw clear evidence of care being personalised around what mattered most to people. People proudly showed us their bedrooms, which reflected their individual identities, histories and interests through personal photographs, ornaments, artwork and treasured possessions. Bedrooms were equipped with personalised adaptations and equipment to promote comfort, safety and independence, including raised toilet seats, sensor mats and pressure-relieving cushions.

Staff demonstrated a strong commitment to delivering person-centred care by adapting the environment to meet people's individual needs and desired outcomes. For example, one person living with a visual impairment had tape placed around their bedroom door to enable them to independently recognise and locate their room. The person-centred adaptation had been discussed and agreed with the person and their family, ensuring it was meaningful and effective for them. As a result, the person was able to navigate their environment with greater confidence, maintain their independence and exercise more control over their daily life. These personalised approaches demonstrated how staff worked creatively and collaboratively with people and their representatives to remove barriers and support people to achieve outcomes that were important to them.

People were supported to pursue hobbies, celebrate important occasions and participate in meaningful activities that reflected their interests and preferences. Birthdays and special occasions were celebrated in the home, helping people maintain a sense of identity and belonging. Regular activities included weekly coffee mornings, visits from entertainers, opportunities to bake cakes, pizza parties and visits from the local ice-cream, fish and chip van. A person told us, “We suggested we’d like to have fish and chips, and they [staff] sorted this out for us.” This demonstrated how people were encouraged to influence activities within the home.

People were supported to engage with animals and bird-feeding activities, and a hairdresser visited weekly to help people maintain their appearance and well-being. These opportunities promoted social interaction, enjoyment and inclusion while people could continue to participate in activities. We observed staff using picture books to initiate conversations with people living with cognitive difficulties. This help people engage in meaningful interactions, express their views and share memories and experiences in a way that reflected their individual communication needs. As a result, people experienced meaningful social interaction, remained connected to others and participated in activities that enhanced their wellbeing and quality of life.

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.

Care was delivered by a stable and consistent team, comprising both long-serving and newer members of staff. Continuity provided by established staff enabled people to develop trusting relationships and ensured staff had a detailed understanding of people's individual needs, preferences and routines. Relatives consistently told us they were kept well informed about their loved one's wellbeing and any changes in their needs, helping them to remain involved and reassured about the care being provided.

Some relatives told us newer members of staff were not always as forthcoming with information as more experienced colleagues. However, they said staff were responsive to requests for updates and would seek information from senior staff or the management team where required to ensure accurate and timely information was shared. This demonstrated a culture of openness and teamwork in supporting effective communication with families.

Agency staff were used occasionally to maintain safe staffing levels and minimise disruption. This was managed effectively, with the service primarily using the same agency provider and requesting regular agency staff wherever possible. As a result, agency staff were familiar with people's needs, preferences and routines, which helped promote continuity, consistency and person-centred care.

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

People's communication needs were assessed and documented, enabling staff to understand how best to share information and support effective engagement. Care plans contained detailed guidance on individual communication preferences and requirements, helping staff adapt their approach to ensure people could understand information, express their views and take an active role in decisions about their care and support. Staff demonstrated a good understanding of these needs and used a range of communication methods to promote meaningful involvement.

The service also displayed regular updates on noticeboards throughout the home and produced monthly newsletters for relatives, sharing information about events, activities and developments within the service. This helped to keep people and their relatives informed, engaged and involved in life at the home.

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’s views and experiences were regularly sought through residents’ meetings, providing opportunities for individuals to share their opinions about the quality of care and support they received. Feedback was listened to and used to inform improvements, helping to ensure care remained personalised, responsive, and aligned with people’s preferences and changing needs.

People and their relatives told us they would feel confident raising concerns or complaints if needed and were assured these would be listened to and acted upon. Feedback indicated the provider maintained an open and approachable culture where people felt able to speak up. One person said, "I am comfortable with speaking up, the management have an open-door policy. I can go and speak to them at any time if I need to." A relative told us they had previously raised a complaint about the care their loved one was receiving and said the matter was dealt with immediately. This demonstrated that concerns were taken seriously and responded to promptly.

Several residents were a part of the residents’ committee, which was established to give people living in the home a formal opportunity to raise concerns share feedback and influence how the service was run. Membership was open to any resident who wished to participate, and the committee met regularly. The provider used feedback from those meetings to make improvements Meetings provided a forum for residents to represent their own views and those of other. Residents were encouraged to share their views and suggestions about life at the home, and action was taken in response to feedback. For example, one resident suggested the cinema room could be developed into a sports viewing and games room with comfortable seating to better reflect residents' interests. Another resident suggested providing takeaway cups for people attending hospital appointments. The provider acted on this feedback, with plans to develop the sports room underway and takeaway cups introduced. The service had also changed the date of its summer fete from a Saturday to a Sunday to enable a resident with regular hospital treatment commitments to attend.

These actions demonstrated that residents were actively involved in shaping aspects of the service and that leaders listened and responded to feedback. As a result, people were able to influence decisions that affected their day-to-day lives and participate more fully in activities and events that were important to them.

Relatives told us they felt confident approaching the management team to discuss any concerns. They described communication within the service as open and transparent and said they felt able to ask questions or challenge aspects of care when necessary. A small number of relatives told us they had needed to raise concerns and said these were listened to, acted upon and resolved promptly by the management team. This gave relatives confidence that concerns would be taken seriously and used as opportunities to improve people's care and experiences. Feedback from relatives consistently indicated leaders were approachable, responsive and genuinely committed to listening and acting on what people and their families told them.

The provider proactively sought feedback through regular surveys, residents' meetings and ongoing engagement with people, relatives and staff. There was evidence that suggestions led to meaningful changes within the service, demonstrating that people's views were valued and acted upon. This approach enabled people, relatives and staff to influence how the service was delivered and supported a culture of continuous learning and improvement, resulting in positive outcomes and experiences for people using the service.

Any complaints received were recorded, investigated and responded to in line with the provider’s complaints policy and procedures. This helped to ensure concerns were addressed appropriately and used as opportunities to learn and improve the service.

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

The service supported people with a wide range of complex and diverse needs, including emotional distress, mobility issues and end of life care. Staff demonstrated a detailed understanding of people's individual needs and proactively adapted support to ensure everyone could access care and support in a way that met their circumstances, preferences and identity. Reasonable adjustments were consistently made, including regular wellbeing checks for people who were unable to use call bells, adapting mealtime approaches and using cultural knowledge to provide personalised support. Staff tailored their communication and interactions to meet individual needs and reduce barriers to engagement.

For example, one person's dementia affected their sense of self and perception of their age, and they would sometimes seek reassurance about family members from their past. Staff understood the person's emotional needs and responded with patience, reassurance and meaningful engagement. One staff member told us, "They like me to sit and talk to them, this reassures them." This personalised approach helped reduce distress, promoted emotional wellbeing and ensured the person could access support in a way that was meaningful to them. These approaches enabled people to access care on an equal basis, remain engaged in daily life and receive support that was responsive to their individual needs, experiences and preferences. This demonstrated a strong commitment to promoting inclusion, choice and positive outcomes for people.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

There was no evidence of discrimination, and people experienced equitable access to care, support and opportunities. Staff and managers were proactive in identifying and removing barriers that could affect people's independence, participation and wellbeing. Care and support were tailored to people's individual needs, preferences and circumstances, enabling them to access opportunities and maintain as much independence as possible. People's communication needs were assessed and supported, helping them to access information, express their views and make informed decisions about their care and support.

People were supported to remain connected to their local community and access places that were important to them. Support was provided in line with individual interests and preferences, enabling access to local shops, cafés and community amenities. Opportunities were also created for people to make meaningful contributions within the service. For example, one resident designed and created the home's Christmas card, enabling them to use their skills and creativity in a way that contributed to the wider home community. This promoted inclusion, purpose and a sense of achievement.

The environment supported equitable access and independence. People were able to move freely throughout the home and independently access a large, well-maintained garden. Adaptations within the environment enabled people with differing needs and abilities to make full use of available spaces. The garden provided opportunities for relaxation, social interaction and meaningful engagement, with colourful flower displays, a fishpond, comfortable seating and shaded areas. Staff supported people to access and enjoy these areas in accordance with their wishes, promoting choice, wellbeing and independence. Measures to maintain safety did not unnecessarily restrict people's freedom or access to their environment. During our visit, we observed people moving around the home, accessing communal areas and making choice about where they spent their time.

Access to the wider community was further enhanced through the availability of a minibus, enabling people to attend outings, activities and social opportunities that reflected their interests and preferences. This helped people maintain relationships, remain connected to their community and participate in meaningful experiences that were important to them.

For example, residents knitted neonatal hats for babies receiving care within the local neonatal unit. Staff recognised the importance of this activity and provided the support needed for them to continue, including supporting residents to personally deliver the hats to the unit. One person told us they had not initially enjoyed living at the home but said, "Doing things like this has helped me settle in." This enabled people to remain connected to their community, see the impact of their efforts firsthand and make a valued contribution to others. As a result, people developed a greater sense of belonging, purpose and self-worth, which positively impacted their wellbeing and overall experience of living at the home.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The service demonstrated a strong commitment to providing compassionate, person-centred end of life care. Staff had actively listened to feedback from relatives and responded by creating a dedicated family suite for friends and loved ones to stay when people were seriously unwell or receiving end of life care. The room had been thoughtfully designed to offer comfort, privacy and dignity, enabling families to spend meaningful time together and remain close to their relative during important and often difficult times. To further support families, a range of personal items, including toiletries and essentials, were readily available, helping to reduce stress and ensure relatives felt welcomed and cared for. The impact of this support was reflected in feedback from relatives, with one family member describing the care provided during a difficult time as, “The support they gave our family was outstanding.”

People's end of life wishes, preferences and values were explored sensitively and recorded in personalised care plans. Staff worked alongside people, those important to them and relevant healthcare professionals to ensure future care and treatment decisions were understood and respected. This included documenting advance care planning decisions and preferences regarding active treatment, enabling care to be delivered in line with people's expressed wishes. This proactive and compassionate approach helped ensure people experienced care that was dignified, respectful and centred on what mattered most to them and their families.