Ashchurch View

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 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 were at the centre of their care and treatment choices. Staff worked with people to make sure they were appropriately involved in planning their care. Care plans genuinely reflected people’s needs, preferences and long-term aspirations. Care delivery aligned with what people’s care plans set out and records of care reflected this.

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 continuity in people’s care and treatment because services were flexible and joined up. Staff received appropriate support to enable them to understand the needs of the people who lived at the service and the local community. Health professionals from the local GP surgery visited the service when staff escalated concerns. One health professional told us, “Staff escalate appropriately. They will ring through when people have a [specific medical need], even before they may need to and before they've tried homely remedies. This ensures we are able to react before their condition deteriorates.”

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

People received information in a timely way in line with best practice standards, legal requirements and was tailored to individual needs. The service appropriately identified people’s individual communication needs to make sure information was always provided in an accessible way. This included making reasonable adjustments for people with a disability or sensory impairment such as hearing loss. People who had difficulty with reading, writing or using digital services were supported to access information in a way which aligns to the Accessible Information Standard. This is a legal rule for all NHS and publicly funded adult social care services in England. It requires organisations to identify, record, flag, share, meet, and proactively review the specific communication and information needs of service users with disabilities or sensory loss.

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 knew how to give feedback about their experiences of care and support including how to raise any concerns or issues and can do so in a range of accessible ways. The registered manager told us how they ensured they learned from concerns or complaints raised by people and relatives. The registered manager told us, “I have regular meetings with the families, addressing any complaints and we have promptly reassured family members if they have any issues and we resolve them very quickly. I also have staff meetings with the staff, embedding any changes made after a complaint.”

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

Services were accessible and timely for people who are most likely to have difficulty accessing care. People accessed the care and support they needed and there were no reported barriers which prevented them from receiving services. Staff understood people’s individual needs and made reasonable adjustments when required so people could use the service safely. Care plans included detailed information about people’s health conditions, diverse needs and protected characteristics. This helped ensure the service was an inclusive environment where people’s individual circumstances were recognised and respected.

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.

Leaders and staff were alert to discrimination and inequality which could disadvantage different groups of people using their services, whether from wider society, organisational processes and culture or from individuals. They proactively sought out ways to address these barriers to improve people’s experience, act on information about people's experiences and outcomes and allocate resources and opportunities to achieve equity. For example, everyone was encouraged to spend time in all parts of the service. People were treated equitably and fairly. Although there were separate communities, doors on the ground floor were open and people had access to the shared courtyard garden and could freely move between communities. People could choose where to eat and we observed people who lived in different communities eating in the other areas of the service.

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.

When any treatment was changed or withdrawn, professionals communicated and managed this openly and sensitively, to support people to have a comfortable and dignified death. People who may be approaching the end of their life were identified and supported to access timely medical provision, such as end-of-life medicines. This information was shared with relevant people, including other services, staff and people which matter to the person.