Staff know what they are doing” and “They [staff] go on moving and handling courses. I feel very confident in them. You couldn’t get better staff, I know that”. One relative told us, “They definitely know what they’re doing”.
One person commented, “I’m never stopped from doing anything”. Another person said, “I do what I want, when I want”.
One healthcare professional told us, “The home owner and registered nurses are very good at recognising changes in patients if they are becoming unwell. The nursing staff are knowledgeable and have a very good understanding of people’s needs and medical conditions. The residents seem very happy and well cared for”.
People told us they liked the staff who supported them and that staff were kind and caring. Comments included, “They are all very nice”, “They’re kind. Anything you ask for they’ll sort it out. They make sure you’re comfortable. If you’ve left something upstairs they’ll go and get it for you” and “They’re very helpful to me. They will dress you and change you whenever you want”. Relatives commented, “[My relative] loves them [staff]. She thinks they’re great” and “They’re all kind and caring here
People told us they were very happy with the activities and outings available. We’ve been to Blackpool zoo and the war museum. Relatives commented, “The amount of activities is phenomenal
The manager was forward thinking in her choice of the staff selected to undertake this training, which included all grades of staff. All staff members were encouraged to embrace the principles and integrate them into practice, which they all achieved”.There was an end of life policy in place and the majority of staff had completed end of life training through the local hospice.
One relative commented, “No-one’s got any complaints about the place”.
The level of care at Ashlands cannot be surpassed. The bests interests of the resident catered for at all times, with loving attention and always a smile”.
People living at the home and their relatives knew the registered manager and were very happy with the way the service was being managed. People told us, “The management is very good. I don’t think you’ll get better anywhere else” and “I think it’s well managed”. Relatives commented, “It’s very well managed. It’s always spot on, very home from home”, “It’s managed well. [My relative] has put weight on since she’s been here” and “It absolutely well managed. It ticks over nicely”.
We received positive feedback about the registered manager and the management of the home from a wide variety of community professionals. One external training and apprenticeship assessor who regularly visited the home told us, “The staff are good, very knowledgeable. [Registered manager] is very approachable. She invests time in the staff and the staff are well supported. The home is clean, calm and welcoming”. This meant that the registered manager supported staff to achieve the knowledge and skills necessary to provide people with high quality care.
The nursing and quality manager for the local CCG told us, “[Registered manager] is very passionate about delivering a high quality of care to her residents. She has been one of the first care home managers to be engaged with the CCG work programme and is an active participant at the Care Home Quality Forum. In 2017, she volunteered to take part in a small pilot of ten care homes and was the first to become fully compliant with the Information Governance toolkit. Ashlands is also taking part in the Red Bag scheme, where the home ensures that standardised care documentation and information, along with essential medication and personal belongings, go to hospital with the resident in a dedicated red bag. The scheme is being rolled out nationally and we are leading the way in Lancashire”. This demonstrated the registered manager’s commitment to ensuring that the care provided to people living at the home was of a high quality and reflected current best practice.
The nursing and quality manager for the local CCG told us, “[Registered manager] is very passionate about delivering a high quality of care to her residents. She has been one of the first care home managers to be engaged with the CCG work programme and is an active participant at the Care Home Quality Forum. In 2017, she volunteered to take part in a small pilot of ten care homes and was the first to become fully compliant with the Information Governance toolkit. Ashlands is also taking part in the Red Bag scheme, where the home ensures that standardised care documentation and information, along with essential medication and personal belongings, go to hospital with the resident in a dedicated red bag. The scheme is being rolled out nationally and we are leading the way in Lancashire”. This demonstrated the registered manager’s commitment to ensuring that the care provided to people living at the home was of a high quality and reflected current best practice. The CCG manager told us they had nominated the home for a CCG ‘star award’ in March 2017, for developing links with a local school to create relationships, improve the communication skills of people living at the home, while also facilitating the children gaining letter writing skills. She commented, “The manager has worked very hard over a long period of time and overcome a number of obstacles to develop relationships with a local school to get this scheme off the ground. This demonstrates drive and determination and a continuous quest to go the extra mile to enhance the residents well being. This is a fantastic example of partnership working where mutually beneficial outcomes can be identified, enhancing community assets for the regulated care sector and the wider community”. The registered manager told us that the she had picked the school because one of the people living at the home had attended the school as Outstanding 15 Ashlands Nursing Home Inspection report 23 April 2018 a child and loved to reminisce about it. She told us that the people living at the home had really enjoyed developing relationships with the school children and looked forward to hearing from them and their visits.
The house is well kept and always clean and tidy. There are strong links and good communication with the local community”.
“I find Ashlands to be a place of care and compassion for residents and visitors. [Registered manager] and her staff are friendly and helpful and clearly know those in their care very well.
The registered manager demonstrated a passion for providing people living at the home with high quality care. She told us and records showed that she attended a variety of local meetings, forums and conferences to stay up to date with and to share good practice. These included East Lancashire Clinical Commissioning Group [CCG] Care Home Quality Forum, Lancashire County Council provider forum and Lancashire Care Home Association conferences . In addition, the registered manager was a member of Lancashire Care Association, the Registered Nursing Home Association (RNHA) and a local registered manager support group. She was also a member of the East Lancashire CCG Digital Health Board, which focuses on the use of technology to support progress in health and social care.
“There’s a pretty good atmosphere. Up to now it’s what I’ve wanted”. Relatives commented, “There’s a grand atmosphere in the lounge. All acknowledge one another. It’s a happy place to be”, “It’s friendly and comfortable. A cracking place, it really is” and “The atmosphere is lovely. People are all happy, residents, visitors and staff. I’d like to come here as a resident”.
Quality assurance surveys were issued yearly. The results of the surveys issued in December 2017 showed that a high level of satisfaction had been expressed about all aspects of the service. Comments included, “We’re delighted with the care” and “I have always felt that [my relative] is looked after very well at Ashlands”.
We found high levels of satisfaction across all staff. The staff we spoke with told us they were very happy working at the home. They were motivated by the registered manager and were proud of the care and support they provided. Comments included, “I don’t think anything could be improved here. I would be happy for a member of my family to live here” and “It’s a great place to work. Everyone mucks in when things need to be done”. Staff were happy with the management of the service. They felt well supported by the registered manager and told us they were actively encouraged to discuss any concerns with her. Comments included, “I think the management is great. [Registered manager] and [deputy manager] work very well together” and “The manager and deputy run a tight ship. We’re clear about our responsibilities. They help out when needed and they’re very easy to talk to if you have any problems”.
The provider’s philosophy of care was, “To look after our service users in the best possible way, in a home from home environment, creating an atmosphere to meet all the care, social, spiritual and psychological needs of the individual”. We saw evidence during our inspection that this philosophy was promoted and achieved by the registered manager and staff at the home.