Our inspection team was made up of a lead inspector. The summary is based on our observations during the inspection, speaking with relatives, the staff supporting them and from looking at the records.If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People were treated with respect and dignity by the staff. Staff had received training in safeguarding and understood how to safeguard the people they supported. Systems were in place to make sure that managers and staff learnt from events such as accidents and incidents, complaints and concerns. This reduced the risk to people and helped the service to continually improve. People were cared for in a service that was safe, clean and hygienic.
Risk assessments were in place in individual care plans in relation to activities of daily living. Staff personnel records contained all the information required which meant that the provider could demonstrate that the staff employed to work in the home were suitable and had the skills and experience needed to support the people living there. Medicines were stored and administered safely and the risk of error was reduced because staff were trained and followed agreed protocols.
Is the service effective?
We were unable to speak with people who used the service because they had complex needs. This meant that most people were not able to tell us their experiences but we observed during the inspection that people appeared to be happy with the care they received. Relatives we spoke with told us that they thought that people were well looked after by the staff and they believed that their needs were met. It was clear from what we saw and from speaking with staff that they understood people's care and support needs and they knew them well. One relative told us, "I know she's looked after". Staff had received training to meet the needs of the people living in the home.
People's health and care needs were assessed and where possible relatives were involved in writing their plans of care. Specialist dietary, moving and handling and equipment needs had been identified in care plans where required. People's needs were taken into consideration in the layout and design of the service enabling staff to support people in wheelchairs to move around freely. There were different areas throughout the building where people could spend time including a recently refurbished sensory room with soft cushions, music and lighting.
Is the service caring?
People were supported by kind and attentive staff. We saw that care workers were patient and communicated continuously with people using the service in a way which was appropriate and individual for each person. One staff member we spoke with, told us about a person living in the service, "I know her as a whole person, her mental health and emotional needs are just as important". We saw that people were supported to do things at their own pace and meals were served at different times so that people were not rushed to eat their food. One visitor we spoke with told us, "The staff are always nice to me".
Is the service responsive?
People regularly completed a range of activities inside and outside the service. The home supported people to attend local activities within the community and people were supported to go out on a variety of outings. The service employed an activities manager who worked with staff and people who lived in the service to better understand their preferences and the range of activities that they enjoyed. People's needs were regularly reviewed and services put in place to improve their quality of life at Ash Lodge.
Is the service well-led?
The service worked well with other agencies and services to ensure that people received their care in a joined up way. The service had a quality assurance system which included planned audits. Records seen by us showed that identified shortfalls were addressed promptly and as a result the service was constantly improving. Staff were well supported through training, supervision and there were regular staff meetings where staff were supported to share ideas and their views.