Red Oaks Care Community

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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and worked in partnership with people and those important to them to respond to changes in their needs.

Care plans contained detailed information about people's preferences, interests, life histories and support needs. Staff demonstrated a good understanding of the people they supported and used this information to provide personalised care. We observed staff supporting people in line with their assessed needs and preferences, which included providing meaningful engagement and opportunities for sensory stimulation where this had been identified as beneficial. The provider had employed a full-time activity co-ordinator since our last assessment and people praised the change in the environment and their wellbeing. One person said, “[Staff] is amazing there is always something happening now.” A relative said, “There appears to be more staff about now, when my [relative] wants to go outside there isn’t any waiting. They can do what they want when they want now, it’s a lot better.”

Staff responded appropriately to changes in people's needs and worked with people, relatives and healthcare professionals to review care when required. Throughout the assessment, we observed positive interactions which were kind, respectful and person-centred. People were supported in ways that reflected their choices and preferences and promoted their wellbeing.

The provider understood people's diverse health and care needs and worked effectively with others to ensure care was joined-up, flexible and promoted continuity.

Staff communicated effectively through handovers, daily discussions and care records, enabling them to provide consistent support. Relatives told us they were kept informed of any changes in their loved one's health and wellbeing and felt involved in decisions about care.

The provider worked proactively with external healthcare professionals, including GPs, community nurses and specialist services. One professional we spoke stated, “The recent changes need time to settle in but there has been definite improvements.”

The provider supplied appropriate, accurate and up-to-date information in formats tailored to people's individual needs.

Policies, procedures and information available within the service had been reviewed to ensure they were current and accessible such as guidance on notices boards. Staff understood safeguarding and whistleblowing processes and were able to describe how concerns should be reported both internally and to relevant external agencies.

People's communication needs were identified and recorded within care plans. Staff understood how individuals preferred to receive information and adapted their communication accordingly. This helped people and those important to them understand their care and support, make informed decisions and express their views and wishes.

The provider made it easy for people to share feedback, raise concerns and be involved in decisions about their care, treatment and support.

People and their relatives told us they felt listened to and knew who to speak to if they wished to discuss any aspect of care. Staff encouraged people to express their views and took time to engage with them about matters that were important to them.

Resident and relative meetings were held to gather feedback and share information about the service. People were encouraged to contribute ideas and suggestions, and management demonstrated a commitment to acting on feedback to improve people's experiences. Relatives told us communication with the home had improved and they felt involved in decisions regarding their family members' care.

The provider made sure people received the care, support and treatment they needed when they needed it.

People had equitable access to activities, healthcare services and support regardless of where they lived within the home. During the assessment, we saw people being offered opportunities to participate in activities and social engagement across the service.

Staff worked closely with healthcare professionals to ensure people could access specialist advice and treatment when required. Care records contained clear and up-to-date information to guide staff in meeting people's needs consistently and safely. This helped to ensure people received timely care and support and reduced the risk of unequal access to services.

Staff and leaders actively considered people's individual circumstances and took steps to reduce the risk of inequality in experiences and outcomes.

People's diverse needs, backgrounds and protected characteristics were recognised and respected. Staff demonstrated an understanding of equality, diversity and human rights and applied this in practice when they supported people.

Improvements had been made to ensure people experienced a consistent standard of care throughout the home. People were provided with opportunities for social interaction, meaningful activity and personalised support regardless of where they lived within the home. Feedback from people, relatives and observations during the assessment indicated people received more equitable experiences and outcomes, which helped to promote wellbeing and quality of life.

People were supported to plan for important life changes and were given opportunities to make informed decisions about their future, including their wishes for end-of-life care.

Where appropriate, care plans contained information about people's preferences for future care and support, and staff understood the importance of respecting these wishes. People and those important to them were involved in discussions about future planning and decisions affecting their care.

Records demonstrated that people's wishes, values and preferences were documented and reviewed regularly to ensure they remained accurate and reflected current choices. This helped to ensure people received care that was respectful, personalised and aligned with what mattered most to them.