Ashcroft Nursing Home

When a family makes a decision for a loved one to go into a social care setting it can be difficult, I know this first hand. However, I am truly grateful that the staff have made this process a little easier for you and your family. Thank you for recognising that the staff treat your loved one with such kindness and compassion. I am pleased to hear that you have acknowledged that your mum seems happy at Ashcroft. I will share your kind words and feedback with all the staff.

Thank you for your comments and feedback. It's great to hear that your mum enjoys some of the activities she chooses to take part in. Hopefully there is something for everybody. It is a real pleasure to have feedback that validates and confirms that staff at Ashcroft are recognised for their hard work and commitment, as well as their kind, caring and respectful manner to both residents and guest. I will ensure your feedback is passed on to the staff who continue to work hard to deliver safe and person-cantered care.

The home manager and staff make every effort to provide a person-cantered approach in the care we deliver. This includes family involvement, connections and communication to loved ones, near or far. We support our customers to access The Social Hub to facilitate regular video calls and continue to have meaningful connections with their families. It as been a real pleasure to support both you and your mum to continue to engage in meaningful connections. Thank you for your feedback, I will certainly share it within the organisation.

Thank you for taking the time to share your feedback.
Ashcroft is a community that fosters creativity and relationship building, not just for our residents but for their families too. The team make every effort to provide a person-centred approach to the care we deliver. Your feedback really does validate the continued hard work and commitment that staff give each and every day to ensure sure that all the residents are safe, happy and engaged in all aspects of their daily living. I will ensure your feedback is passed on to the team, who continue to work hard to deliver safe, compassionate and person-centred care.

Thank you for your feedback, as you know this always helps the home to continue to deliver caring, safe, effective, responsive and well-managed care for all at Ashcroft Nursing Home. It is a real pleasure to be a part of the team that not only helped support your mum but to support you too.
Thank you for your recommendations.

Dear Teresa,
Thank you for sharing your feedback. The home and staff make every effort to provide a person-centered approach in the care we deliver to all our residents. Your comments validate the continued hard work and commitment that staff give each and every day to ensure sure that your mum and all the residents are safe, happy and engaged in all aspects of their day-to-day living. Ashcroft is a community that fosters creativity and relationship building, not just for our residents but for their families too. I will ensure your feedback is passed on to the staff who continue to work hard to deliver safe and person-centered care.

We specialise in dementia and have trained staff to meet the sensitive needs of challenging behaviour. Staff work in a person-centred way to support individual residents and therefore staff will have assessed and risk-managed your mum's wish to wear her coat throughout the day as this provided her comfort and a sense of security. As your Mum wearing her coat did not present as a challenge to herself or others there would have not been a need to take your mum's coat for her safekeeping. The missing items were allegedly missing in 2020 and there is no evidence of a conversation taking place of you bringing the missing coat and shoes to the home's attention, nor is there any evidence of a conversation of any payment for a new one. The home has a simplified complaints policy that is displayed at the entrance that clearly states the director's contact details. The home manager has endeavoured to contact you on several occasions by both phone and post in relation to this matter with no response.

The Manager finds your review to be an unfair representation of the Home and a contradiction to the feedback given by your siblings, regarding the care that was delivered to your loved one. The home undertakes a staffing level matrix which is based on our customer's needs and the Home has adequate staffing levels to meet the needs of our customers and this helps us to deliver safe care. The renovations of the building are essential in providing quality care in a safe and well-maintained environment. The renovations do not impact on the quality of care that is delivered at the home and I find these words to be unwarranted. The home regularly seeks feedback from visiting Multidisciplinary professionals, staff, customers and families who have reported positive feedback regarding the quality of care and cleanliness of the environment. Due to confidentiality and data protection, I am open to inviting you to make an appointment to discuss this further and I look forward to speaking to you.

Thank you for leaving your comments. Despite having many positive conversations with you and other members of your family regarding your loved one. The home finds your comment “The staff/management haven't understood and listened to me and my sister about Mum's diet and her other issues” unwarranted. The home welcomes input from families to be a part of their loved one's care planning and we endeavour to take on board all the information to help us deliver safe, effective care. You have personally been involved in conversations with the Home and multidisciplinary teams regarding your loved one's care. The Hotel Services staff work very hard and all rooms are cleaned daily.
Due to confidentiality and data protection, I am open to inviting you to make an appointment to discuss this further and I look forward to speaking to you soon.

Dear Amanda, the home has a duty of care to ensure that residents, staff and families are protected, and their safety is promoted at all times, especially during times of refurbishment in and around the Home.

In reference to your complaint “Owner was very very rude to my mum unplugging things and moving things around for what he said were health and safety reasons! ” The Manager has instructed all staff to remove any items deemed to be breaching fire safety, infection control or health and safety regulations. The Home has a duty of care to ensure the entire environment is compliant with all regulations and legislation. The health and safety of staff, visitors and customers are paramount. In addition, this type of language is completely unwarranted and therefore in contradiction to the many positive interactions we have had on many occasions. Had you taken the time to raise these concerns directly, this would have given the Manager an opportunity to resolve the issues swiftly.