Ashdale

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 service consistently demonstrated kindness, empathy, and compassion in the way people were supported. Staff took time to understand each person’s history, preferences, and what mattered most to them. Interactions were warm, patient, and respectful, helping people feel valued and at ease.

People and their relatives told us staff were kind and caring. One relative said, “It’s a lovely little home,” and another relative commented, “Staff are always taking [X] out and about, doing different things they enjoy.”

Staff promoted dignity and respect by ensuring privacy during personal care, seeking consent before offering support, and protecting people’s personal information. People told us they trusted staff to treat them with sensitivity and maintain confidentiality.

Kindness and respect also extended to professionals visiting the home. Staff worked collaboratively and courteously with colleagues from other organisations, contributing to a positive and caring environment where people felt safe, understood, and valued.

The service consistently treated people as individuals, ensuring care, support, and treatment were tailored to meet each person’s unique needs and preferences. Staff took into consideration people’s strengths, abilities, aspirations, cultural backgrounds, and protected characteristics.

People and their relatives confirmed they were treated with respect and as unique individuals. Staff demonstrated a thorough understanding of each person’s likes, dislikes, and personality traits. Care records reflected a comprehensive knowledge of people’s lives, including their hobbies and interests. Care and support plans were person-centred, with individuals’ wishes and preferences placed at the core of the planning and delivery of care. Throughout the inspection, we observed staff engaging with people in empowering and respectful ways. Staff spoke with people respectfully and it was clear they understood people’s needs and methods of communication.

Staff actively promoted people’s rights to choice, independence, and control over their daily lives. They encouraged people to make decisions about their routines, meals, activities, and personal care, ensuring these choices were respected and supported. By providing tailored support based on individual preferences and abilities, staff enabled people to develop new skills and build confidence. They also created an environment which fostered autonomy by offering opportunities for people to take the lead in planning their day, managing aspects of their care, and engaging with the wider community. This approach empowered people to live more fulfilling, self-directed lives, enhancing their dignity and well-being.

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.

Staff were well trained to assist and respond promptly to people if they experienced a seizure. They were competent in recognising the signs of a seizure and providing safe, appropriate support throughout and after the event.

Staff responded promptly and effectively to people’s immediate needs by maintaining close communication and vigilant observation. We saw they were attentive to changes in individuals’ physical health and emotional well-being, acting quickly to address concerns such as pain, distress, or urgent care needs.

We saw staff provided reassurance, practical assistance, and appropriate interventions, whether this involved helping with mobility, managing sudden health issues, or offering emotional support during moments of anxiety. By remaining responsive and proactive, staff ensured people felt safe, valued, and cared for, helping to prevent potential crises and promote overall well-being

The registered manager and provider demonstrated a strong commitment to workforce wellbeing and enablement by fostering a positive, supportive work environment. They provided regular training and professional development opportunities to ensure staff had the skills and confidence needed to deliver high-quality care.

Staff told us they felt well supported and valued by the management team. One member of staff said, “The manager is always there if we need advice or just someone to listen — it really makes a difference.” Another commented, “We get lots of training and updates, so we feel confident in what we’re doing and how to support people safely.”

The manager encouraged open communication, listened to staff feedback, and addressed concerns promptly to maintain morale and reduce stress. Staff described feeling comfortable raising issues and said they were always treated with respect. One staff member told us, “You can talk to anyone here — it feels like a real team.”

The provider offered wellbeing initiatives such as access to counselling services, flexible working arrangements, and recognition programs to support both mental and physical health. Staff said these initiatives helped them feel appreciated and motivated.