Ash Tree

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 64 (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. Care plans were person-centred to help ensure care was provided in accordance with people’s needs and preferences. However, care plans required further development to ensure they provided sufficient guidance and information around people’s individual communication styles. Additionally, records relating to the monitoring and recording of people’s distress were not always sufficiently detailed to support effective oversight and analysis. The registered manager told us they would address these concerns following our inspection.

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. Staff recognised when people were at risk from poorer experiences and worked to ensure everyone was included and provided advocacy where needed. For example, staff ensured people’s views and wishes were known to health and social care professionals. Staff supported people to be a part of their local community and to be able to go out safely.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We saw staff shared information using people’s preferred methods of communication. For example, Makaton or short phrases. However, care plans did not always include up to date information around people’s communication needs. For example, a person’s care plan did not detail Makaton signs, objects of reference or gestures that a person used as part of their communication development. The registered manager told us they would update the care records to include this information.

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. However, relatives told us they were informed about changes and events during their visits and telephone calls but were not invited to review meetings about their family members care to formally contribute to care planning. We raised this with the registered manager who acted on this following our inspection visit.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff had good working relationships with local health professionals, and knew how to contact the appropriate teams to support people when the need arose. People and relatives confirmed staff were quick to respond to changes in people’s needs and support people to contact routine and specialist services when required. A relative told us, “Staff support [Name] to go on all appointments and keep me informed of outcomes which I really appreciate.”

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. Staff were able to provide examples where they had advocated for people where they felt they were at risk of being discriminated against in terms of access to healthcare and treatment. They worked with people and health and social care professionals to ensure people’s voices, wishes and preferences were heard and adaptations made to ensure equity in outcomes for people.

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 and those important to them were given the opportunity to discuss their end of life wishes and care plans reflected their wishes where they had made decisions. Staff supported people to discuss potential plans for their future, for example, moving to more independent living. People’s views and wishes were represented to external agencies to ensure these were known.