Ashton House Nursing & Residential Home

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At Ashton House, one of our specialisations is palliative care and we work very closely with our local hospice team to support residents being admitted to Ashton House from the community.
The resident was living on his own and his daughter was visiting day and night, sadly was on 'palliative care' and placement was done through CCG as his needs weren't being met at home. From the day of the admission, the daughter did not want the father to be moved to a nursing home. At the nursing home, we have protocols in place in line with NICE guidelines which must be followed, hence we can't always please the family. As part of the process, we completed a Mental Capacity Assessment and had a care home matron (from GP surgery) along with other MDTs (Multi Disciplinary Team) like SALT, TVN and the daughter. The daughter requested for a physio, dietitian and vascular referral, which the GP declined as the resident was actively dying. The social worker spoke to the daughter explaining the resident required professional nurses' attention.

1. Food is appalling. Requests for more palatable food were ignored – from the time of admission, the resident was only taking sips of fluid. SALT recommended a minced and moist diet but the daughter was not in agreement with the recommendation.
3. Not allowed liquid paracetamol so crushed bitter tablets in water and made to take instead – Resident was admitted with prescribed medication including Paracetamol effervescent. This is a soluble tablet and not a crushed tablet. All the medications were administered by nurses ONLY and in line with the protocol. No concerns were raised by the GP.
4. No attempt to give alternative food if you complain – The staff provided food as recommended by the SALT team. We are unable to facilitate the family wishes against professional recommendation.
5. Lift "breaks down"- We have 3 lifts working in our home, this year we had no concerns in regards to the lifts. The lifts are maintained quarterly by the lift provider. During the engineer's servicing visit ONLY lifts cannot be used.
6. No in-between fresh drinks or snacks. Not allowed to get drinks yourself and no staff around to get them for you - We have mid-morning tea served with milkshakes, fresh fruit baskets and biscuits. We also have mid-afternoon tea served with fresh fruit baskets and homemade cakes (sweet bites). We have drinks available in each room and the lounges. Teas and coffees are provided between the usual offering times.
7. Constant beeping noise, tells you it can't be turned down, beeps very loudly night and day – The daughter informed the nurse that the call bell noise is annoying, the nurse explained that we cannot turn it off as there are vulnerable residents in the room who will need help and they are calling for assistance.
8. TV not working as not tuned in and won't work - This issue has never been raised to any staff.