Astell Care Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

The service was responsive to people’s individual needs. We found that continuity of care was maintained with dedicated staff. Information was provided in a way people understood. People were involved in the service and supported by relatives where necessary. People and their relatives were able to give feedback through meetings and informal discussions. People received care and support which was responsive to their individual needs and included planning for the future.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received person centred care. People told us staff understood them and they had a good relationship with them. One relative said, "They know what is important to them (person)." People spoke about how staff had helped them make informed decisions regarding their care needs.

Staff understood each person was individual and tailored their care plans as such. For example, each person had a communication plan in place to support staff with people who may have been hearing impaired or unable to verbally communicate. Staff knew what good person-centred care was and were commitment to providing this for people using the service.

We completed a number of SOFI observations throughout the inspection. SOFI is a way of observing care over a designated period of time to support the inspection. It is mainly used with people who find it difficult to express their views of care or treatment, for example, for those people living with dementia. During a 20-minute time period we observed mainly positive or neutral interactions between staff and people who used the service. Neutral interactions mean that there was an interaction, but it was impartial, for example; staff checking a person was safe but no communication taking place.

People told us they could access the care they needed, when they needed it. They told us they could see the GP or community nurse staff when they visited if required. People had access to a range of other healthcare professionals, including a visiting dentist and optician.

Staff ensured people's individual diverse needs were met. Staff told us they held handover sessions at the start of every shift to ensure continuity of care was maintained.

External healthcare professionals said staff ask for help when it is needed, and communication was generally good. One healthcare professional said skin concerns were dealt with well. Overall it was felt staff actively engaged in joined up working with others to ensure people received good quality and continuity of care.

Processes were in place to monitor care provision and continuity of care. Care records confirmed involvement with outside professionals and that advice had been followed when given. There was evidence of referrals being made to a range of external professionals, including Speech and Language Therapy Teams, Physiotherapists and occupational therapists.

People raised no issues with information provided to them. Relatives said staff at the home communicated with them in a range of ways, including verbally, by phone or via email.

Staff supported people to understand any information presented to them or their families. One family member said, "The staff will explain anything if you don't understand."

Processes were in place to provide information to people, families, staff and external colleagues. People's communication care plans were in place which identified any specific needs to support individual understanding and aid communication. Various policies and procedures were on display, including how to complain. Staff were able to provide various formats of communication, should the need arise. This included braille and larger print.

People were listened to and involved in the running of the service. People remembered completing surveys and questionnaires about the standard of care and support they had received at the service. Relatives confirmed they had also received these and were able to give their feedback. People were able to have a say as to the decoration in their bedrooms. One person told us, "I chose the red colour on the walls."

Staff were asked for their feedback via meetings or one to one support sessions. Staff held 'resident' meetings in which people could get together and express their views. Staff produced a regular newsletter to keep people and their relatives up to date with any changes in the service or any pertinent news, including introducing new staff and activities that have taken place.

Processes were in place to ensure people were listened to and involved. This included regular reviews, meetings and questionnaires sent out. Any surveys gathered, were analysed to look for ways to improve.

People had equity in access. People told us no matter what their impairment was, they were treated equally by staff. One relative said, "(Person) is treated fairly compared to others."

Staff told us people were able to access care and support to enhance their wellbeing. One of the activity staff told us, "Some residents are in wheelchairs, but that does not stop us from including them in everything we do."

External professionals did not raise any concerns about equity in access for people who lived at the service. One healthcare professional said, "There are designated activity staff to make sure everyone is able to participate, should they wish.

Processes were in place to ensure people had equal access to care and support. Staff completed training to help them recognise how to best support people’s equity in access. This included training in equality and diversity.

People felt they were treated fairly and had not expereinced any discrimination. Relatives said they could talk with staff about any differences their loved ones had and this would be supported.

There was a diverse workforce in place. Staff told us the provider was open and inclusive, and wanted to provide a fully diverse and equal culture for both staff and people living at the service. The registered manager commented, "Staff have training in equality and diversity, and this provides education on prejudice and discrimination and understanding protected characteristics."

Processes were in place to ensure there was equity in experiences and outcomes. The service had several staff 'champions' who were dedicated in particular areas of care and support and shared good practice with the rest of the staff team. This included, a dignity, dementia, end of life care and infection control champions. This helped staff achieve good outcomes for people in those areas.

People were able to plan for the future. This included documenting how they should be cared for at the end of their life and what arrangements they wished to take place after death. One person said, "We have paid for our funerals, and they have made a note of all the details."

One person was receiving end of life care. Staff had completed training on providing care to those at the end stages of their lives. Staff were aware of peoples religious or cultural preferences and also supported families at this difficult time.

Processes were in place to plan for the future. Care plans detailed any end-of-life care arrangements agreed with people and their families, this included emergency health care plans. Where appropriate, 'Do Not Attempt Cardiopulmonary Resuscitation DNACPR were in place. A DNACPR is a decision made when it is not in a person's best interest to resuscitate them if their heart should stop beating suddenly and is signed off by a suitably qualified healthcare professional.