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

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People, relatives and staff consistently described a personalised approach to care and treatment. The provider decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Relatives consistently spoke positively about the care their loved ones received. One relative said, “Staff work damn hard – that’s everyone, not just the carers, nothing is too much trouble for any of the team. Staff are always smiling.” Another relative told us, “They make sure each person feels special. They know enough about people to ask the right questions, share a joke, ask about family, compliment on new clothes or the way they look. It’s just so special to see how caring the staff are, and it’s genuine.”

We observed that staff demonstrated a detailed understanding of people’s preferences and support needs. One person was extremely unwell and staff were sensitive to what they needed. Staff spoke to them in their first language, which was not English, and this helped the person to feel included and listened to.

When people were cared for in bed, audio CDs could be played that featured bird songs and sounds of children in the park playing. Gentle, nature-inspired rooms sprays were used, like lavender, fresh-cut grass or the smell of flowers might trigger pleasant memories for people who were no longer able to go outside.

The provider had built bespoke technology to make a table-top game; this enabled people to participate according to their strengths and abilities, or to observe others. An overhead projector portrayed ducks swimming across a pond onto an ordinary wooden table. People ‘zapped’ each duck by patting it as it swam across and achieved points for every duck disposed of. We observed people and staff engaging positively with the activity. For people who stayed in bed, an overhead projector could be set up to show slides of family holidays which were projected onto the ceiling. This provided opportunities for reminiscence and discussion about significant life events and relationships.

Care plans provided detailed and personalised information about people. These included information on people’s medical and health conditions, communication needs, nutrition and hydration, moving and handling, cognition, pain management and personal care needs. A staff member said, “We look after people in line with their choices and what they want. We always introduce ourselves, ask people whether they had a good night and what they had for breakfast. Nurses will share information with us about people, and over the passage of time, we get to know people, their preferences and choices.”

The provider understood the diverse health and social care needs people and any relevant local communities, and tailored its support to meet those needs. This included understanding the needs of people stemming from protected characteristics under the Equality Act and those at most risk of a poorer experience of care.

The home worked with commissioners to ensure people received consistent, continuous care. We asked for feedback from a range of health and social care providers, and received 1 reply, which was positive. This healthcare professional did not often visit the home, but told us they had absolutely no concerns and enjoyed it when they did visit. A nurse practitioner had weekly involvement with the home, either over the phone or in person. Over the weekend, the home had access to healthcare professionals from 8am until 1pm or could ring 111, the non-emergency call line to access the NHS.

Information was provided in formats that reflected people’s communication needs and preferences.

There was signage around the home to enable people to find their way about. Many people were not independently mobile and required the assistance of staff when walking around the home. Bedroom doors had photos of people on them with some information about their family life, hobbies and interests. Information displayed was limited to what people or their representatives had agreed could be shared.There were notices for bedroom doors saying ‘Please come back later’ indicating the person was not to be disturbed, either because they were asleep, receiving visitors, or having personal care. Information was provided in an accessible format according to people’s needs and preferences.

Each person had a communication care plan which provided information and guidance for staff on people’s preferred communication method. For example, 1 person’s plan stated they were quite deaf, but chose not to wear a hearing aid. Staff used an electronic tablet to write things down and communicate with this person. Another person’s care plan indicated they could become upset when they heard loud noises. Staff were to speak with the person slowly and clearly to reassure them, encourage them to participate in activities such as colouring or playing electronic games. We saw this in practice.

People and relatives told us they knew how to raise concerns and felt able to discuss issues with staff and managers.

We asked people and their relatives if they knew how to make a complaint, and, if so, whether they would feel listened to? One relative said, “Absolutely no concerns from us. If there were I would tell you and the manager, but it’s just great here. I never have to worry. She is so well looked after, and I can telephone or visit at any time.” Another relative told us, “Communication is perfect. They phone me about everything, slightest things. I am here every day so they will always update me when I arrive. It’s nice that they phone me too, although sometimes I worry when I see the number come up in case something has happened. They are just letting me know about a GP appointment or a blood test result. It could probably wait until the next day when I visit, but it’s good that they keep me fully up to date.”

People had access to care, support and treatment to meet their assessed needs.

Ashdown Nursing Home provided a safe, accessible environment for people, including activities to engage them. Communal areas included places for people to meet their relatives and friends, and quiet spaces, when people wished to meet privately.

Information about people within electronic care plans enabled staff to understand people’s diverse needs, which were catered for. People had access to a range of healthcare professionals and support from external agencies as needed. For example, people were supported by professionals from the local medical practice, podiatrists, and were supported to attend hospital appointments.

Staff and leaders used information about people’s individual needs and circumstances to tailor care and support.

The provider tailored care and support to meet people’s individual needs. Ashdown Nursing Home supported people with a variety of complex needs, including people living with dementia who could become distressed, anxious or display behaviours which expressed unmet need.. A relative told us, “He appears to be quite happy and settled here. In the last place he was distressed most of the time; this is not the case here.”

The layout of the home, alongside staff skills and experience, supported people to receive care that met their individual needs.

People and their relatives were involved in planning for future care needs, including end-of-life care.

Relatives told us they were involved in care planning, including end of life care. One relative said, “We are like a little community” and went on to describe how they and other staff had attended the funeral of a resident the day before.

Care plans showed people and relatives had contributed to planning for the future. Records showed Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions had been documented and discussed with relevant people where appropriate. DNACPR is a written medical decision which informs healthcare professionals not to resuscitate a person if their heart or breathing stops. This does not preclude medical intervention being provided, for example, antibiotics being given for an infection or hospital admission for treatment.

People’s wishes and preferences for their funeral arrangements were documented, including other wishes, such as organ donation.