Aspen Gardens

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.

This is the first assessment for this newly registered service. This key question has been rated 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.

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. People’s care plans were individualised and detailed how people wanted to be supported in line with their preferences, likes and dislikes.

Staff demonstrated a good understanding of how to support people when needs changed. They monitored people closely, escalated concerns promptly, and worked with health professionals to ensure care plans and risk assessments were updated. The provider used an electronic care recording system that enabled staff to access up-to-date information and accurately record care delivered. A staff member told us, “If we notice a change in the person’s care needs, we would monitor and contact the social worker for a review in case extra calls were needed. Care plans are updated to meet the person’s needs."

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.

People received care that was well coordinated, consistent and responsive to their needs. Information was shared appropriately between staff teams, which helped maintain continuity and reduced the risk of errors or omissions in care.

People told us they felt their care was mostly reliable and that staff understood their routines and preferences. Records were up to date and reflected people’s current needs, enabling staff to provide consistent support across the team. Leaders monitored care delivery to ensure any gaps were identified and addressed promptly.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication styles were explored and recorded during assessments. Support plans were tailored so that staff knew the best way to provide information for that person. Information was made available in formats to meet people’s needs.

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. People and relatives were involved in care reviews. People were invited to meetings to comment on the service, these meetings included safety procedures, social activities and menu suggestions for communal meals. The provider also gathered feedback from satisfaction surveys and acted on any feedback given. A person told us, “Yes, I have given feedback. Usually someone comes down and we have a chat."

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home supported people to access healthcare services when these were required. Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that may affect people’s access to care.

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. The management team ensured peoples’ social and healthcare needs were fully considered and met. People had care reviews to monitor their experience of the service and ensure they were achieving good outcomes.

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. Staff asked people about their future wishes and documented any decisions made. Staff completed training about how to support people with end of life care.