Ashleigh Manor Residential Care Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We identified 1 breach of legal regulations. The provider was in breach of the legal regulation relating to dignity. People told us they were happy and safe and had confidence in the staff that supported them. Relatives did not raise any concerns about people’s safety. Whilst we saw some lovely examples of how staff supported people, we found managers failed to ensure people’s basic human right to privacy and dignity was understood and respected. People received individualised care and support from staff who knew them well. However, whilst some people’s care records were detailed and contained clear guidance for staff, others did not, nor were they reflective of people’s needs. We have asked the provider for an action plan in response to the concerns found at this assessment.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People who wished to share their views were happy with the care and support they received. Comments included, “They know how to treat us.” Yes, I’m quite happy with them,” “The staff are lovely and caring. They are nice people, and we have a good laugh,” “I can choose when I go to bed, no set time,” “Yes, they know I like to do some things for myself.” And “Yes, they know me and that I want to do things while I can.” We received mixed feedback from relatives about the care and support people received. Comments included, “I have confidence in them.” “Yes, they are very pleasant and share a joke with mum.” “Yes, the staff always have a smile and say hello, everyone has been lovely.” “Yes, they do their very best and try very hard. They know she likes to dress herself; they know this may take 2-3 hours; they respect this.” “Yes, I did sit with her and the home and did a questionnaire about her likes/dislikes. They are aware of her needs.” However, not all relatives we spoke to were positive about their loved one’s experiences. Comments included, “Mum did not like it when there was a male care assistant helping her into the shower. So, no shower for weeks,” “I’ve seen other people wearing her slippers and mum wearing other peoples’ clothes, I know it happens, but I don’t want her to become institutionalised,” “I’ve mentioned missing clothes on several occasions,” and “I have seen another lady wearing her clothes.”

Staff told us how they spent time with people and got to know about their lives and what was important to them. Staff described how they took a positive approach in encouraging people to be as independent as possible whilst recognising when people needed additional assistance. It was clear from our conversations that staff had developed good working relationships with people and their families and genuinely cared about the people they were supporting. Staff felt supported by the current management team and told us things were much better now for both people and staff.

Some care records were very detailed and contained clear information about what each person could do for themselves and described any areas where people required some additional support or guidance; others were not. It was not evident from the records or speaking with staff how people were being supported to understand their rights.

During our visit, we saw staff supporting people to make choices about how they spent their time. We saw staff spoke with people with kindness and respect. Staff understood the need to respect people's confidentiality, including information held about them. However, people’s basic human right to privacy and dignity was not always understood by staff or respected. Throughout the assessment, we observed staff consistently left some people’s bedroom doors open or ajar even when they were in bed. And on one occasion when they were receiving care and support. Senior staff, the manager and the provider did not challenge this practice. All the people living at the service, staff and visitors were able to see into some people’s rooms when they were sleeping. We noted within the laundry; the service had accumulated a large amount of people’s clothing and shoes. For example, there were racks and plastic containers labelled women’s and men’s jumpers, tops, trousers, t-shirts, nighties, pyjamas, bras, underwear, socks etc. The housekeeper told us many of the items had been donated, left in the service when people passed away or were not labelled. They said if someone was short of an item of clothing, staff were able to come and help themselves. This meant people could be wearing someone’s clothes who had recently passed away. The failure to ensure people were treated with privacy and dignity is a breach of Regulation 10 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.