Little Oaks Residential Home

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.

This is the first assessment for this care home since a change of provider on 14 October 2021. This key question has been rated Good.
 

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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and their representatives had been involved in planning the care they needed. Care plans contained person-centred information including what was important to people, such as how staff should engage them in conversation and support.

Relatives told us staff knew people well and knew how to engage them in support. People said staff involved them in making choices about their care and daily lives. Staff told us “I help by supporting people in making choices about what to wear, eat, drink, when to go to bed, and when to wake up. I support people going to the closet to choose what to wear, or by presenting three or more clothing options for them to choose from. I give choices of what to drink by presenting water and juices (orange, blackcurrant, and lemon). In the evening, I ask if they would like to go to bed or if they would prefer to go later when they are ready to make that choice”.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff knew people well and how to meet their care needs. Most staff had worked in the home for a long time. Staff had built relationships with people. The provider engaged with a variety of other teams such as the district nurse team and private physiotherapist, amongst others to support positive health outcomes for people. A health professional advised us they had built a positive relationship with the service to the extent they were happy for the staff team to contact them for advice and support, rather than go through a referral process. Referrals to other professionals were made in a timely manner. The provider worked in a flexible way and made sure people had the support they needed.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager understood their responsibilities under the Accessible Information Standard (AIS). The AIS is a legal requirement for health and care services to identify, record, share and meet people’s communication and information needs, particularly for individuals who are blind, deaf, have a learning disability, or have any condition that affects how they understand information. This ensured people received information in a way they could understand and use.

Information was able to be provided in large print or in different coloured text to ensure people were able to read documentation provided to them. Staff told us; “Communication/symbol cards are available for [people who use the service]... Different coloured pens are available for those with diminished eyesight.”
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they knew who to complain to if needed. There was a complaints procedure, and this was discussed and reiterated during each resident meeting. Feedback was provided by people and relatives through phone contact, meetings, reviews and emails. A newsletter was provided to relatives. Complaints were logged and responded to in a timely way by the registered manager. Comments and suggestions made by people were actioned and responded to in a timely way. For example, a person had commented on their dislike of certain items on the menu during a residents meeting. At the next residents meeting, this was discussed with the chef and amendments to some food items and menus made to accommodate the request.

The provider showed us that they had involved people in choosing new furniture and decoration within the service; a company came to the service and showed people options for new chairs, cushion, tables and fabric samples and resident chose the ones they liked.

Staff also told us that they were listened to when they made suggestions for improvements to the service; “When I joined, I made some suggestions for The Willows (a laundry/washing line and indoor garden) and these were actioned immediately for the benefit of [people]”.
 

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

The premises were accessible with clear signage to promote independence. There was a lift in place to support people who had mobility challenges and people had access to mobility aids in bathrooms and for their own use. The provider had plans to make the premises more accessible. This was an ongoing project for the service but demonstrated their willingness to ensure greater accessibility for people.

Records showed referrals made to specialist services were completed promptly where there was a change in people's needs or if further support and guidance was required. People were able to access the care and support they needed and there were no reported barriers preventing them from receiving services. Staff understood people’s individual needs and made reasonable adjustments when required so people could use the service safely.

Care plans included detailed information about people’s health conditions, needs and protected characteristics. This helped ensure the service was an inclusive environment where people’s individual circumstances were recognised and respected.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Policies and procedures promoted equality, diversity and inclusion and we saw people were supported in a way that upheld their rights and preferences and valued people’s individuality. Through thorough assessments and by taking the time to get to know people well, staff were able to understand people’s specific needs and wishes. This meant people received support that reflected their personal circumstances and ensured they experienced equitable care.

Staff used equipment and communication tools so they could better support people. Staff adapted their approach and interactions with people to gain their views and promote positive outcomes. Staff told us; “We use adaptive cutlery/drinking utensils to help at mealtimes...as well as dementia friendly blue high lipped plates”.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff were trained to provide end-of-life care and decisions were documented to reflect people’s wishes and preferences. People were able to review or change their decisions at any time. Staff understood the importance of people being able to plan for future events. Feedback from families was positive on how well the team had looked after and managed end of life care for their loved ones.

Relatives provided feedback after their loved ones had been cared for in their final stage of life by the provider. They commented the care provided was compassionate, respectful and dignified. They spoke highly of the support provided to their families and themselves during this time.

Staff told us; “End of life care is commendable with the [registered manager] taking personal interactions for each [person and their] family at this stage of life.”