Ash Grove

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

During our assessment of this key question, we found people were supported to have choice and control of their lives and staff understand their roles and responsibilities under the Mental Capacity Act 2005 (MCA) including Deprivation of Liberty Safeguards (DoLS). The provider had systems and processes in place to help ensure people were supported to understand their rights. Person-centred activities were being planned for people. Positive relationships between staff and people were observed. People were supported to maintain their health and wellbeing.

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.

People spoken with did not share any concerns in relation to their loved one not receiving the care and support they needed. However, they felt the use of agency staff could potentially have an impact on their loved one. For example, in relation to familiarity and communication, a relative told us, “[Person’s name] needs clear instructions and if [person] can't understand them (staff), it increases their anxiety. [Person] is happy and settled. Some issues but the manager is trying their best.” The management team explained how they had recently changed agency and how they try to use consistent agency staff as much as possible to ensure continuity for people.

Staff knew the people they were caring for. Staff knew what people liked, their preferences and how best to meet these. One staff member told us, “Activities are an issue, nothing really set, and some staff will refuse to take people swimming for example.” We fed this back to the management team. The new manager explained how they were developing person-centred activity planners for people. The person, those important to them and the person’s keyworkers were to be involved in creating these. In addition, communication tools were also being developed to meet people’s individual needs.

Positive communications and engagement between staff and people were observed.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People were supported to maintain their health and wellbeing. A relative told us, “Staff keep me updated and let me know if there are any issues. A recent eye infection was sorted.” People had health action plans in place and health appointment records were completed after any appointments. The management team were in the process of reviewing health action plans.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.