Ashcroft Care Home

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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed kind, caring and joyful interactions between staff and people, we saw a member of staff dancing with a person which they appeared to be enjoying. Staff said, “I would care for someone with dignity and respect by always knocking on their door before entering their room, introducing myself, I would explain what I am doing throughout the process, encourage them to do as much as they can for themselves, and respect their preferences and choices. I speak to them politely and kindly.”

A person told us, “I don't want to be anywhere else, this is my home and I am happy here. My girls and boys, [staff] look after me very well. They care for me, keep me safe and look after me.”

Relative’s comments included, “As a family we have nothing but praise for Ashcroft and all the staff,” “They are caring and loving to not only residents but to family members,” and “Every member of staff, from laundry team, catering team, domestic team, administrative, management and maintenance and activities are caring, polite, and very professional. They meet all needs and offer excellent care…staff interactions with other residents [are] caring, polite and appropriate humour shared.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

A relative told us, “All of the staff and management team there are amazing. Everyone is caring and friendly, and they truly do go the extra mile to take care of my [family member].” Another described to us how the activities coordinator takes time to sit with their family member who suffers with anxiety and struggles with group activities. Another example was how staff supported a person with visual impairment by keeping their room arranged consistently so they know where everything was and could move around safely without encountering hazards.

Staff demonstrated a clear understanding of the importance of promoting people's dignity, privacy and respect, and recognised the impact their support had on people's experiences and outcomes. One staff member said, “This includes ensuring curtains are drawn, the resident is covered, consent is gained, and that the resident feels fully involved in their care. I ensure I treat the residents with respect by offering them daily choices, giving them time to respond and respecting their wishes. I treat the residents as individuals and ensure that their own preferences are known, including any religious or cultural needs.” This reflected a person-centred approach and an understanding of the importance of involving people in decisions about their care and support.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care plans clearly identified areas where people were able to maintain their independence, such as monitoring their own blood sugar levels. Staff stated that they support people to make their own decisions, respecting their choices while taking reasonable steps to ensure their safety.

One staff member said, “I support individuals in making decisions by respecting their choices and preferences, giving them time to communicate their needs and wishes while maintaining their dignity and privacy.” Another said, “I provide support when needed or requested, encouraging residents to remain as independent as possible, as this promotes their overall wellbeing.”

The home employed two dedicated Activity Coordinators who ensured people were offered choice and encouraged participation in a wide range of meaningful activities. These included pet therapy, themed entertainment days, community outings, gardening, baking, and a variety of celebrations and social events. The activities provided opportunities for people to pursue their interests, maintain social connections, and enhance their overall wellbeing.

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.

We observed staff supporting people in a kind and caring way when they were distressed. People’s individual needs and abilities were considered when determining the most appropriate methods for calling assistance. Where people were unable to use a call bell independently, alternatives were provided. For example, sensor mats were placed on chairs to alert staff when support may be required, ensuring people could access assistance in a way that met their needs and promoted their safety.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff consistently told us they felt well supported by the management team. They spoke positively about the support available to them and provided examples of how managers had shown understanding and compassion during challenging periods in their personal lives. This helped staff feel valued, supported and able to carry out their roles effectively.

A staff member said, “the positive energy among the staff directly translates into the care we provide. It feels like a community where both residents and staff are valued, which makes coming to work every day a rewarding experience.”