Ashby Court Care Home

The inspection was prompted by the length of time since our last inspection.

During the inspection, we spoke with people living at the service, their relatives, staff members, and the registered manager. We also sought feedback from healthcare professionals involved in people's care. In addition, we reviewed a range of records, including care plans, recruitment files, and quality assurance documentation.

People received exceptional personalised care that reflected their needs, preferences and desired outcomes. They were involved in planning and reviewing their care and were supported to maintain independence, choice and control. Staff adapted support to help people achieve outcomes that were important to them and remained connected to their community.

The provider actively listened to people, relatives and staff and used feedback to drive meaningful improvements across the service. People's suggestions directly influenced decisions about life within the home, including changes to communal spaces and events to ensure people could participate in ways that reflected their interests, preferences and individual circumstances. This created a positive culture where people were genuinely involved in shaping both their care and the wider service.

The service also provided outstanding compassionate support during significant life changing, including personalised end of life care that respected peoples wished and support what was important to them. They planned ahead with people and their families and facilitated an environment to ensure people were supported throughout.

The atmosphere in the home was calm and relaxed, across the setting with people appearing comfortable in their surroundings. Staff interacted with people in a warm, respectful and patient manner, taking time to offer reassurance and support where needed. Throughout the inspection, we observed positive interactions between people and staff, which contributed to a welcoming and homely environment.

Managers and staff worked collaboratively with external health and social care professionals throughout people's care journeys, from pre-admission assessment through to end-of-life care. Changes or deterioration in people's health were identified and escalated promptly to ensure appropriate support was accessed.

Staff demonstrated an understanding of the inequalities people may experience because of age, disability, or cognitive impairment and recognised their responsibility to advocate for people and protect them from discrimination, abuse, and harm. Staff used their knowledge of people's individual backgrounds, life histories, and preferences to provide person-centred support.

People’s needs were assessed before moving into Ashby Court Care Home to ensure staff could meet their needs and support positive outcomes. Staff were provided with regular training and development opportunities and were encouraged to further their knowledge through health qualifications. Staff described a positive and open culture where learning was encouraged.

Environmental and infection prevention and control risks were generally well managed, with the service maintaining a clean, safe and well-maintained environment for people. Where minor issues were identified, these were addressed promptly by the provider. Staff demonstrated a good understanding of infection prevention and control practices. Medicines were managed safely, and people received their medicines as prescribed by staff who had received appropriate training and competency checks. Processes were in place to support the safe management of medicines and maintain environmental safety, contributing to positive outcomes for people's health, safety and wellbeing.

Relatives told us staff kept them informed of changes in their loved one’s health and wellbeing. Feedback highlighted that communication regarding changes in people’s needs was generally good, helping relatives remain involved in important decisions about their loved one’s care. One relative said, “They are very good in contacting you if [name] is unwell etc and they will always call in the Doctor or an ambulance if required.” Relatives also described positive outcomes since people had moved into the home, including improvements in their health and wellbeing, which they attributed to the care and support provided by staff.

Mealtimes were well organised and tailored to people’s individual needs and preferences. Staff regularly checked what people wanted, offered drinks throughout the day, and provided support at a pace that suited each person. Feedback about the food was positive. One person told us, “The food is lovely, I can ask for something else if I don’t like what’s on the menu and if I want anything in between meals I can have it.” Another person said, “Food is brilliant, very well presented.” We observed meals to be well presented, nutritious and appetising, contributing to a positive dining experience. Staff also demonstrated flexibility in meeting people’s wishes.

Systems and processes were in place to monitor the quality, safety and effectiveness of the service. Regular audits, checks and oversight activities were undertaken to identify areas for improvement, ensure risks were managed effectively and promote continuous learning. These monitoring arrangements helped ensure policies and procedures were followed consistently and supported compliance with relevant regulatory requirements and legislation.

We found the provider and registered manager were highly receptive to feedback throughout the inspection and took prompt, proactive action to address concerns as they were identified.