Ashley Care

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Care and treatment was planned and delivered in a way which was intended to ensure people's safety and welfare. Risks were assessed and people were supported to make choices that balanced risks of harm with positive choices about their lives. Staff had been supported to complete training and develop the skills they needed to support people safely. There were enough staff to meet people’s needs. Staff were employed after the appropriate recruitment checks were completed.

This service scored 72 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager had processes in place to learn from accident, incidents, safeguarding and complaints at the service. Staff had received training in how to report any issues and had the systems available to them to raise alerts directly with senior staff. The registered manager fully investigated any issues and lessons learned or changes needed to practice was implemented. Information was shared with staff through emails, supervisions and staff meetings.

People we spoke to felt staff had received training to do their job. One person said, “They always know what they’re doing.”

The registered manager told us they had several training resources and had taken on a new trainer at the service. Staff were provided with face-to-face training and had their competency checked with such things as medicines management, moving and handling and infection prevention control practices. One member of staff said, “I had lots of training when I first started and continue to do so.”

The registered manager told us they worked with the local hospital to help people transition from being in hospital and back to their own homes with the support of care workers.

When people were ready to leave hospital, the service did a full assessment to see what support they needed to bring them home safely. From this assessment a care package would be put in place. Staff continued to liaise with members of the hospital multidisciplinary team to ensure people’s needs were being met safely. Following the initial transition people may then become independent again or continue to use the service longer term or transfer to a service of their choice.

We saw feedback that people had been overall very happy when they transition from hospital to using the service. One comment we saw said, “Seamless and smooth. Ashley Care was quick to come in.” Another comment said, “Care has been fantastic, and we are extremely happy with the care provided.”

We received positive feedback from the local authority about the service.

The registered manager told us they had safeguarding policies and procedures in place and had a procedure for ‘whistle blowing’. If staff had any concerns they could raise a safeguarding alert on an application on their phones, which goes immediately to a member of office staff to follow up. Staff also knew they could raise concerns in person confidentially directly with a senior member of staff or the registered manager. Staff were encouraged to follow the ‘whistle blowing’ procedure if they had concerns about staff practice. One member of staff said, “If I had any concerns, I would feel comfortable to whistle-blow. I would go to my manager. If it was about my manager, I would go to the overall head of the company. I can also go to the local authority or CQC.” The registered manager had raised safeguarding concerns appropriately and had worked with the local authority to investigate these to ensure people were being safeguarded.

Staff had received training in how to safeguard people and knew how to raise any concerns with management or external agencies. One member of staff said, “I’ve had safeguarding training. Types of concerns include physical abuse or neglect; I would report this immediately to my manager and trust something would be done.”

People were protected from the risk of abuse and told us they felt safe using the service. One person said, “The carer does their job and I feel safe with them.” A relative said, “Staff have all been excellent and very caring. I do feel that she's safe with them, they listen to her chat and laugh with her.”

When people first start using the service they are assessed by a senior member of staff and a discussion on risks is documented in people’s care plans. Risk assessments are completed to mitigate the risks. The registered manager told us that they do not commence any care package until the initial assessment is completed.

Risk assessments and care plans provided guidance to staff to mitigate risks to people. One member of staff said, “The care plans are detailed. When we get a new person, they do an assessment first. Risk assessments are there too.”

People were involved in planning their care and managing risks. Care plan and risk assessments were person centred and aim to provide positive outcomes for people whilst maintaining their choice and independence. People told us staff completed an initial assessment of their needs and then this was reviewed with them. One person said, “We reviewed it in January, and they listened to me and included what I said.”

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

We received mixed feedback from people on the times they received calls and the number of staff involved in delivering care calls. Although people were complimentary of the care they received. A family member told us, “We get various carers, there is a core of familiar faces and they know the routine.” One person said, “I have a regular carer during the day but evenings and weekends can vary.” Another person said, “I’ve got three or four regular carers with others coming in from time to time that I don’t know.” People told us staff were generally on time but at times could be late and they were not informed when staff were running late.

The service had been taken over by a different provider since the last inspection. Staff told us this had been a positive experience and they enjoyed working at the service. One member of staff said, “It’s a good place to work. Management are very supportive. There used to be lack of staff, but things are good now.” Staff told us they had enough time to travel between care calls.

The new provider had increased resources at the service to provide a strong management and leadership team at the service. The registered manager said recruitment had gone well for new carers and they used a values based interview to ensure they were recruiting the right type of staff who would provide good care to people. There was a full induction program for new staff including face to face training, shadowing more experienced carers and regular reviews of performance. A new trainer had been recruited and the provider had sourced additional training for staff which could enhance their skills and how they supported people. This included taking part in a virtual reality experience as part of their dementia support training. Staff were supported to complete national recognized training such as the care certificate or diplomas in care. Staff had regular supervision and staff meetings to share learning and review performance. One member of staff said, “We have lots of training and supervision.” Appropriate checks were in place before staff started work including providing full work histories, references and a Disclosure and Barring Service (DBS) check. DBS provide information including details about convictions and cautions held on the Police National Computer. The information helps employers make safer recruitment decisions.

Staff had received training in infection prevention and control and were observed by senior staff periodically to ensure they were following their training. Staff attended the service's offices to collect PPE.

People told us staff followed infection protection and control practices. One person said, “They have gloves and aprons which they throw away here.” A relative said, “The staff all look clean and tidy themselves and wear a uniform and all the PPE”

The registered manager told us staff used personal protective equipment (PPE) and continued to wear masks especially if they were looking after people who were physically vulnerable.

Most people we spoke with managed their own medicines where people were supported by staff they did not raise any issues. One person said, “They do all my tablets for me and as far as I know there has not been a problem.”

Staff had clear instructions on how to support people with medicines and the level of support people required. The service had two members of staff whose responsibility it was to check when people were being supported with medicines, and that this was being completed correctly and that people received their prescriptions in a timely manner from the pharmacy.

Staff told us they had received training in medicine management and had their competency checked to support with medicines. One member of staff said, “We have training. We had medication training recently with a supervisor from the pharmacy. It was very interesting.”