Ashlong Cottage

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.

Care records contained personalised information about people.

People’s care plans were person-centred and included individual information relating to their life histories, likes, and dislikes. People were supported by a key worker who provided personalised support to help them achieve their short-term and long-term goals.

The provider understood the diverse health and care needs of people.

Processes were in place to support continuity of care within the service. A handover process was used between shifts to ensure important information was communicated effectively and care was delivered consistently.

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

Staff demonstrated a good knowledge of people’s individual communication styles, including interpreting body language and facial expressions to understand and respond to their choices. For example, staff recognised when one person wanted to return to their bedroom and understood another person’s gesture indicating they wished to sit next to a peer. Staff sought confirmation where appropriate and acted on people’s preferences.

Care plans and communication passports provided guidance for staff on how to support people’s communication needs, including how individuals expressed their feelings and emotions. A variety of pictorial resources were displayed throughout communal areas, including a staff board and photographs of people participating in activities to help them reflect on their experiences.

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.

Systems were in place to gather feedback on the quality of care provided. Annual surveys conducted with relatives reflected positive feedback, with no concerns raised. Easy-to-understand pictorial guidance was available to support people who wished to make a complaint, helping to ensure the process was accessible. There had been no formal complaints raised in relation to the care and support provided within the last 12 months.

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

Staff had access to support in the event of emergencies. Senior staff members and team leaders were allocated on each shift to provide guidance and assistance when required. The registered manager told us they were available to be contacted out of hours and in emergency situations if needed.

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.

People were supported to develop and maintain relationships that were important to them. We saw one person smiling as they spoke about a friend who lived nearby and visited regularly. Family visits were encouraged and supported, ensuring people remained connected with their relatives.

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.

Processes were in place to support people in planning their end-of-life care. “When I Die Record” had been completed, outlining individuals’ choices and preferences. These were supported by family members, based on their knowledge of the person and their lived experiences, to help ensure that appropriate care and support could be provided when the time comes.