Ashleigh House

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 inspection we rated this key question good. At this inspection 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.

Staff had an excellent knowledge of the people who lived at the home including their communication styles and needs. This enabled staff to provide care that was person centred and met people’s changing needs and preferences.

People lived in a home where care was provided in a flexible way that supported choice and continuity of care.

Staff responded to people’s changing needs and liaised with other professionals to make sure people received consistent care. One relative told us how staff had worked with physiotherapists to make sure the person was helped with regular exercises. They told us they felt this had led to improvements for the person.

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

Information was provided to people in ways which met their individual communication needs. For example, some people had pictorial information about activities.

People and those close to them were supported to understand and raise concerns or make complaints when this was needed.

Staff knew people well and said they would recognise if someone was not happy with any aspect of their care. One member of staff said, “We would know if someone was unhappy and do everything to find out what was bothering them. I would never worry they would be left unhappy.”

All family members spoken to told us they would be happy to raise any issues with the registered manager. Where complaints had been made these had been responded to in a transparent and professional manner.

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

Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against. This included making sure people had advocates who could represent them if needed.

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 supported people to be empowered to make choices about their life. This included the provider taking action to ensure that a person was not discriminated against and was able to live a fulfilling life at the care home. Family members were very complimentary about how this had transformed the person’s health and quality of life for the better.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

People were able to plan goals with staff and we were told how these would be incorporated into the new electronic care plan system in the near future.

At the time of the inspection no one had an end-of-life care plan in place. However, the staff had cared for one person to the end of their life. Following the person’s death a professional had written to the home stating, “Staff provided end of life care with absolute commitment and professionalism.”