Ashcroft Care 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 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care records were in place and intended to be person-centred, reflecting individuals’ needs and preferences; however, inconsistencies and inaccuracies were identified, meaning records did not consistently or reliably reflect people’s current needs. This placed people at risk of receiving inappropriate or ineffective care and demonstrated that improvements were required.

Relatives shared positive feedback about the personalised care and support their family members received. They told us staff understood people well and used individual approaches to reduce potential triggers and prevent distress. Relatives gave examples of staff responding sensitively to people’s needs and adapting their approach to provide reassurance and maintain wellbeing. They also told us they were involved in care planning and review processes, enabling them to contribute to decisions about their family member’s care and support.

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.

There was a weekly GP ward round within the home, where staff effectively raised any health care needs for review.

A relative shared with us that following their family members hospital appointments staff “quickly act on advice given and amend the care plan.”

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

People’s care plans guided staff on how to communicate effectively with them in a personalised way.

There was lots of information available to visitors, relatives and people living at the home, the provider stated they could make information available in alternative formats including large-print and easy read if required.

People living with dementia can struggle to orientate themselves within unfamiliar or complex environments. Whilst most people had personalised doors and there were some dementia friendly signage it was inconsistently applied throughout the home.

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.

Relatives told us they felt able to raise concerns and were confident these would be listened to and acted upon. One relative said, “We are always listened to and things are always resolved.” Other relatives told us they had not needed to raise any concerns but felt assured that any issues would be addressed promptly by the management team.

The service actively sought feedback and demonstrated how this was used to drive improvements. A “You Said, We Did” display was available within the home, highlighting actions taken in response to feedback from people, relatives and staff.

The home also operated a ‘Resident of the Day’ initiative, which provided an opportunity for people to share their views and experiences. As part of this process, relatives were contacted and invited to provide feedback, helping to ensure they remained involved in their loved one's care and informed of any changes. A relative described this process as, “a great opportunity to raise any concerns or changes that might need made.”

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

People had access to healthcare services and external support, and referrals were made appropriately. Staff worked with healthcare professionals to ensure people’s needs were met, and there was no evidence that people experienced barriers to accessing care or support.

A relative described to us Ashcroft Care Home, was the only home that ensured they were able to meet their family members needs without the use of additional medicines for episodes of agitation. They said Ashcroft Care Home supported them safely without the need for these medicines.

Staff and leaders listened to and acted on information about people who may be at risk of experiencing inequality, adapting care and support to meet their individual needs and promote positive outcomes.

Relatives described how their family members were supported in personalised ways to ensure they received equitable care. For example, one relative told us staff patiently supported their loved one with swallowing difficulties, allowing them the time and encouragement needed to maintain their independence with eating.

Another relative described significant improvement in their loved one’s health and wellbeing since moving to Ashcroft Care Home. They told us that, at a previous service, their family member had experienced a decline in their health, including frequent falls and infections. They felt Ashcroft's person-centred approach and tailored support had contributed to improved outcomes and a better quality of life.

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.

Ashcroft Care Home had achieved the Gold Standard Framework (GSF). This is a ‘gold standard’ of care to help people live well before they die, and to die well in the place and the manner of their choosing.

People had detailed and personalised end of life documentation. These included their preferences on care, where and how they would like to be supported at the end stages of their lives, along with choices for funeral care where this had been arranged. A relative told us they had also been involved in end-of-life planning for their family member.