Ashbrook House

“The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks well. The facilities and equipment met the needs of people, were clean and well-maintained. There were enough staff with the right skills, qualifications and experience. Staff understood their roles and responsibilities. Managers made sure staff received training and regular appraisals to maintain high-quality care. The service supported staff wellbeing. Staff managed medicines well.”

“People participated in assessments and decisions about the care they received. Staff reviewed assessments taking account of people’s communication, personal and health care needs. People had enough to eat and drink to stay healthy. Staff monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent.”

“People were treated with exceptional kindness and compassion. Staff protected people’s privacy and dignity. They treated people as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people’s needs in a timely way. The service provided people with information they could easily understand and access. People knew how to give feedback and were confident their view were taken seriously and acted upon. People received fair and equal care and the service worked to reduce health and care inequalities through training and feedback.”

“Managers and staff had a shared vision and culture based on listening, learning and trust. They were visible, knowledgeable and supportive, helping staff develop in their roles. Managers collaborated with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.”