Ashley Court

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 service 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 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 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.

Relatives told us they felt staff knew people well and listened to people and relatives feedback on how their care should be completed.

People’s care plans reflected their physical, mental, emotional and social needs.

People were complementary about staff. A person said, “All the carers help me as much as they can and they have been very welcoming.”

Staff understood the importance of providing care in a person-centred way.One staff member said, “I always try to support people in a person-centred way by understanding their preferences, routines, and individual needs. For example, I ask people how they like things to be done, such as their preferred times for meals, personal care, or activities. I listen to them and treat them with respect, so they feel comfortable and valued.” Another staff member told us, “I support people in a person-centred way by respecting their individual needs, preferences, and routines. I read and follow their care plans to understand how they like to be supported. For example, I ask people how they would like their personal care, what clothes they want to wear, and what activities they enjoy. I communicate in a calm and simple way, especially with people living with dementia, and give them time to respond. I also respect their dignity and privacy and encourage them to do as much as they can independently. This helps them feel valued, comfortable, and respected.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The worked collaboratively with external agencies to support peoples' needs. This was recorded on the electronic care planning system and accessible to staff.

Health and social care professional were complimentary about working with the service. A professional told us, “Their referrals and enquiries are usually appropriate; they engage with us in a friendly and professional manner.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were assessed and described in their care plans.

Records showed a translator was not requested for 1 person in line with the provider’s policy. This was addressed and arranged during the inspection. The person had access to communication cards and some staff spoke the same native language as them. The person was supported to access TV programmes in their own language and keep in touch with their family member.

The registered manager confirmed they could source documents in different formats, such as large print, for people who needed it.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People and relatives told us they knew how to make a complaint or raise their concerns with the service. A relative said, “They have regular meetings. If they have a grievance, I know who the manager is, I go past her office.”

The service had an up to-date complaints policy in place.

People were asked for feedback on a regular basis, either through the residents’ meetings, or through annual surveys.For example, the service regularly asked for feedback in relation to meals. Records showed the feedback was a valued and acted on.

Results of recent survey were posted in the service with a clear plan on how to improve people’s experience of living at the service.

The service made sure that people could access the care, support and treatment they needed when they needed it.

Records showed people were regularly visited by external professionals.

Relatives confirmed they were informed any time a professional was involved in care of their family member. One relative told us, “Staff organise and let me know. They're really good at communicating.” Another relative said, “They are keen to give me updates. Always give me phone calls, [person] needs this or that, [person] is doing ok, the communication is good.”

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 told us they knew people well and they showed an awareness of people’s individual needs. One staff member told us, “We ensure residents’ religious and cultural needs are fully respected by accommodating their beliefs and daily routines. This includes providing space for prayer, offering televised services for those unable to attend in person, and arranging visits to places of worship when requested. We also promote social engagement by organising a variety of activities, outings, group walks, and events, helping residents stay active, connected, and involved in the community.” Another staff member said, “To support social needs, I encourage people to take part in activities they enjoy, such as group activities, music, or spending time with others. I also support them to keep in contact with their families and friends through visits or phone calls. This helps them feel valued, included, and improves their wellbeing.”

Provider had and up to date Equality, Diversity and Inclusion Policy in place.

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’s wishes had been sought, and staff had been provided with instructions on how to meet them.

Relevant documentation regarding care in the final stages of life was available to all staff. Staff told us they were aware of people’s care needs and had access to relevant documentation regarding end-of-life care.A staff member told us, “Staff sometimes support residents who are receiving end-of-life care. We receive appropriate training and guidance to ensure we provide compassionate and respectful care. We follow the resident’s care plan and work closely with healthcare professionals to make sure the resident is comfortable and their wishes are respected. Supporting families during this time is also an important part of our role.”