Oxenford House

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 good. At this assessment the rating has remained as 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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us staff knew them well and understood what was important to them. One person told us staff had quickly got to know them after moving into the home, while a person receiving respite care said staff had made significant efforts to understand their needs and preferences despite the short-term nature of their stay.

Staff demonstrated a strong commitment to delivering care that reflected people's individual wishes, interests and life experiences. One staff member told us, “We are truly person centred. Our activities are based on each person's life history, hobbies, culture, relationships and current wishes.” Staff also recognised that person-centred care was embedded throughout the service rather than being limited to care planning. As 1 staff member explained, “Person-centred activity isn't separate from the rest of their care. We are 1 big team.”

The provider ensured people remained at the centre of decisions about their care and support. Staff told us people's choices were respected and that support was adapted when preferences changed. This approach was evident in the way care and activities were tailored to meet individual needs. For example, when 1 person experienced deteriorating eyesight, staff adapted a favourite word game by producing large-print versions, enabling them to continue participating independently. A staff member told us, “This made [the person] very happy that they had their own independence when playing the activity.”

Staff went beyond routine care to support people to continue experiences that were meaningful to them. For example, 1 person had fond memories of visiting a park but could no longer do so independently. After learning how important this was to them, staff arranged a visit and picnic, enabling them to revisit a place of personal significance. Staff reflected, “She was very happy that we had listened and made her wish come true.”

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.

People benefited from consistent and coordinated care delivered by staff who knew them well. Relatives told us staff had a detailed understanding of their family members' needs, preferences and wellbeing, enabling them to recognise changes and respond promptly. One relative said, “[Family member] had the same team of senior carers from the time they arrived at the home until their death,”and described this continuity as “a real strength.”

People were supported by a stable staff team who understood their routines, communication preferences, life histories and support needs. This helped people feel safe and comfortable while ensuring care remained personalised and responsive. People benefited from support delivered by a consistent staff team who knew them exceptionally well. This enabled staff to build trusting relationships, provide highly personalised care and ensure support reflected people's individual preferences, routines and aspirations.

Staff worked collaboratively with a range of healthcare professionals, including GPs, community nurses, physiotherapists, speech and language therapists and specialist services. Healthcare professionals spoke positively about communication and responsiveness, and records demonstrated effective information sharing and coordinated approaches to meeting people's needs. This helped ensure people received timely support and experienced joined-up care.

Communication within the service was effective and supported seamless care delivery. Handovers, team discussions and care records ensured important information was shared consistently across shifts, enabling staff to respond promptly to changing needs and maintain continuity of support.

The impact of this coordinated approach was evident in people's outcomes. For example, one person was admitted to the service following a period of self-neglect and social isolation, which had significantly affected their wellbeing and confidence. Through consistent support from care staff, regular reviews with healthcare professionals and encouragement to take part in activities, they gradually rebuilt their daily living skills and social connections. As a result, their confidence improved, they became more independent in managing their personal care and were able to engage regularly in social activities both within the service and the local community.

Relatives also described improvements in areas including nutrition, anxiety levels, social engagement and the management of long-term health conditions following admission to the service.

The provider supplied appropriate, accurate and up-to-date information in ways that reflected people's individual communication needs and preferences.

Staff took time to communicate effectively, giving people the opportunity to understand information, ask questions and respond at their own pace. Care records contained detailed guidance for staff on how each person preferred to communicate, helping to ensure communication was personalised and effective.

People and their relatives consistently told us they received clear and timely information about care, treatment and any changes in health or wellbeing. Relatives described staff as approachable and communicative. One relative said, “The home are in contact with me although I visit most days anyway.” Another told us, “The staff were always happy to discuss any issue and informed me promptly of any changes they had noticed.”

Staff understood the importance of keeping people informed and involved in decisions about their care and support. Communication took place through regular reviews, day-to-day conversations and ongoing engagement with people and their families. The provider also reviewed communication processes to ensure they continued to meet people's needs and preferences. For example, consent arrangements relating to personal correspondence were reviewed to ensure information was shared in the way people wanted.

The service adapted communication to meet individual needs and preferences. Staff supported people to understand information, consider choices and make informed decisions about their care. Communication methods were tailored where required, including the use of large-print activity materials for people with visual impairments. Staff explained they gave people time to process information and adjusted their approach to promote understanding, choice and involvement.

The provider made it easy for people to share feedback, raise concerns and contribute ideas about their care, treatment and support. Staff consistently involved people in decisions about their care and ensured their views, wishes and preferences shaped how support was delivered. People were informed about changes made as a result of their feedback, helping them feel listened to and valued.

People were encouraged and supported to share their views about both their own care and the wider service. They had regular opportunities to provide feedback through resident meetings, care reviews and day-to-day conversations with staff and management. One person told us there were regular resident meetings and opportunities to share suggestions and ideas.

The provider actively listened to feedback and used it to improve people's experiences. For example, people shared ideas about activities, food and the environment. One person suggested creating an additional social space where people could complete puzzles, play games and spend time together. We saw evidence this had been implemented and observed people using the area during the inspection. Another person suggested a “steak night”, demonstrating people felt comfortable contributing ideas and influencing aspects of life within the home.

People, relatives and staff described a culture where views were welcomed and acted upon. One staff member told us, “People can change their choices anytime and will be respected by staff.” Relatives consistently described managers and staff as approachable and responsive. When asked if they felt listened to, 1 relative replied, “Yes, always.” Another relative told us management were receptive to feedback and willing to discuss suggestions for improving people's comfort during periods of hot weather.

The provider had clear systems for managing feedback, concerns and complaints, and people and their relatives knew how to raise issues if needed. People were involved in decisions about their care and support, with their views reflected in care planning and reviews.

The provider worked hard to ensure people had equitable access to care, support, healthcare services and meaningful opportunities regardless of their individual circumstances, abilities or health conditions. Care and support were adapted to remove barriers and enable people to remain active participants in daily life.

People were supported to access healthcare services, activities and community opportunities in ways that reflected their individual needs and preferences. Staff worked proactively with healthcare professionals and made timely referrals when required to help ensure people received the support they needed. Healthcare professionals spoke positively about the service's approach to accessing external services and advocating on behalf of people.

The provider made reasonable adjustments to ensure people could participate fully in daily life, regardless of their needs or abilities. Activities were adapted for people living with dementia, sensory impairments, mobility difficulties and other complex needs. This included the use of large-print resources, adapted equipment, 1-to-1 support and personalised approaches to engagement. One staff member told us, “We aim to make everyone feel included, valued and successful no matter what their ability is.”

The service also used accessible technology to promote inclusion and reduce barriers to participation. For example, the introduction of the Able Table enabled people to access games, learning opportunities and social activities in a way that reflected their individual abilities and interests.

People were supported to maintain connections with their local communities, faith groups and social networks. Staff helped people access places of worship, memory cafés, community events and other activities that were important to them, ensuring cultural, religious and social needs were respected and supported.

The provider recognised that achieving equitable outcomes did not mean treating everyone the same. Staff and leaders understood the diverse needs, experiences and circumstances of people using the service and adapted care, support and opportunities to ensure people could achieve outcomes that were meaningful to them. Policies and procedures promoted equality, diversity and inclusion, and people were supported in ways that upheld their rights, respected their preferences and celebrated their individuality.

Staff understood how people's health conditions, disabilities, sensory impairments and personal circumstances could affect their experiences and outcomes. Care and support were adapted to reduce barriers and help people remain as independent and involved as possible. When one person's eyesight deteriorated, staff personalised a favourite activity to ensure they could continue taking part. This helped the person maintain their independence and continue enjoying an activity that was important to them. A staff member told us, “I made them their very own large paper copy that they could see and join in on the games.”

The provider demonstrated a strong commitment to ensuring people were not disadvantaged by their health conditions or changing needs. Staff adapted their approach to reflect individual abilities and circumstances. One staff member explained, “We aim to make everyone feel included, valued and successful no matter what their ability is.” Staff also demonstrated a good understanding of conditions such as Parkinson's disease and recognised the importance of allowing people sufficient time and support to complete activities at their own pace.

People at risk of poor outcomes or social isolation received personalised support to increase confidence, independence and social engagement. For example, staff worked with 1 person who had previously experienced significant isolation to build relationships, increase participation in daily life and support them to become more involved in meaningful activities and experiences.

The service promoted equitable outcomes through timely access to healthcare and specialist support. Staff worked in partnership with healthcare professionals and acted as advocates when needed to ensure people's physical, emotional and spiritual needs were understood and met.

The provider supported people to plan for important life changes and future decisions in a sensitive and person-centred way. People were given opportunities to discuss and document their wishes relating to future care, treatment, resuscitation decisions, spiritual support and funeral arrangements. These discussions enabled people to express their preferences and make informed decisions about how they wished to be supported as their needs changed.

The provider supported people to plan for their future wishes and preferences through person-centred advance care planning. Staff worked alongside people, relatives and healthcare professionals to ensure decisions about future care, treatment and end of life wishes were understood, documented and regularly reviewed. People's preferences regarding healthcare interventions, hospital admissions, spiritual needs and end of life care were clearly recorded and reflected what was important to them.

Staff received appropriate training and demonstrated a clear understanding of how to support people and those important to them during what could be a difficult and emotional time. One staff member told us, “One of the things that means the most to me is when a person says, ‘I am at home.’”

Healthcare professionals spoke positively about the care provided at the end of people's lives. Feedback recorded during governance discussions described the service's “excellent approach to End-of-Life Care” and highlighted positive feedback received from families.

Relatives consistently praised the compassionate care shown to their family members. One relative told us they were “blown away by the care” and described staff as “kind, thorough and so compassionate.” They also said staff “clearly knew [their relative] well,” reflecting the personalised support and strong relationships developed throughout the person's time at the service.

Staff also recognised the importance of supporting people, relatives and colleagues following a bereavement. One staff member explained, “If we lose a person, we recognise this, remember them and talk about them and our memories of the person as much as possible.” This demonstrated a culture where people's lives were valued and remembered with dignity and respect.