Ashley Care

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

People were placed at the centre of their care and support needs. Staff ensured people had access to healthcare to maintain their wellbeing. The service had developed good relationships with other health care professionals such as occupational therapists, social workers, palliative care and GPs.

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.

Staff told us they knew people well and had access to all the information they needed to provide support to people. One member of staff said, “The best part of my job is that I get to meet different people and I see a broad cross section people with different needs.”

We received some positive comments on people’s care experience. One person said, “We've now got a routine going with the regular carer and they will sit and have a chat with me and my relative. We do notice when they are off as some of the others carers don't have time for this. There is nobody who comes who is unkind but my regular carer is very patient and very helpful.” Another person said, “Staff always ask me if there's anything else I want doing before they leave.”

The registered manager has worked across health provision to ensure people have continuity of care and access to the health providers they need.

The local authority provided positive feedback about the service and their involvement with the registered manager.

We saw positive comments from people who had been supported by the service when they returned from hospital one comment said, “The service was amazing and fantastic”. Another comment said, “They had never had carers before and they were grateful of the help and support they received.”

The registered manager has regular meetings with the hospital discharge team to report back on progress and any additional services people may need. They have also made good links with the local mental health team, palliative care team, social workers and community facilities to support people with access to care.

The registered manager had systems in place to share information with people including changing what they are sharing to different formats such as large print or different coloured text and background dependent on people’s accessibility needs. They also had easy read version of their policies if needed. People were given information on what their data was used for and why the service holds information. If people and relatives wished they could have access to the application staff used to record information on their care. The registered manager said they had a diverse workforce with different language skills that could be utilized if needed and a member of staff proficient in British sign language.

People told us they received information on their care from the service which was kept in a folder in their home.

The registered manager told us people received a guide when they first starting using the service with useful information on the service and contact numbers.

People gave mixed feedback with how their complaints were dealt with by the service. Some people felt complaints had not been resolved other told us if they did have a complaint they would talk to care staff.

Staff were able to support people to give feedback on the care they received or people could give feedback independently and anonymously if they wished.

The registered manager gathered peoples feedback under the heading of voice of lived experience. This feedback was gathered in a number of ways, through telephone surveys, face to face meetings and paper-based surveys people could complete and send in to the service. The registered manager analyses the responses for themes or to see where improvements need to be made or compliments have been received and can be passed on to staff. There was a complaints policy where the registered manager or appropriate senior member of staff investigated concerns and took action to resolve these.

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.

The registered manager told us staff met with people to review their care and support needs to ensure it continued to meet their wishes. People were supported to access the local community and activities they enjoyed including attending faith meetings.

People’s care and treatment was tailored to meet their needs and wishes. Care packages were regularly reviewed with people to ensure they had positive outcomes.

Staff had received equality and diversity training. Care records we reviewed for people demonstrated they were able to access a range of healthcare services and professionals.

As part of people’s assessment of care needs, they are asked to share their wishes for the end of their life and this is recorded in care planning documentation.

Care plans recorded people’s 5 wishes for the end of their life. This is a process to get people to think about what is important to them at the end of their life so staff can record this and meet their wishes. Were needed the service liaised with the palliative care team and other professionals involved in people’s care.

The registered manager had engaged end of life training for staff to enhance their skills when supporting people at the end of their life.