Oakdene Nursing Home

Updated 25 March 2025

Oakdene Nursing Home is a residential care home, providing accommodation for up to 71 people who need nursing or personal care. The service provides support to older people and people who are living with dementia. At the time of our inspection there were 36 people using the service, all of whom required personal care rather than nursing.

We carried out our on-site assessment on 26 and 27 March. Off-site activity started on 28 March and ended on 24 April 2025. We conducted this assessment to review a warning notice issued in June 2024, and to assess safe, effective and well-led key questions. We also assessed one quality statement under caring key question: workforce wellbeing and enablement.

At our last assessment in May 2024, we found risks to people's health, safety and well-being were not always mitigated, people’s risk assessments did not always clearly and concisely describe how to mitigate them. These were breaches of regulation. At this assessment, quality of care plans and risk assessments had improved. Relevant health and safety concerns were included in people’s care plans. However, we found the provider’s approach to assessing and managing environmental risks was inconsistent. We also found safeguarding systems were not fully embedded, and staff had not always recognised when abuse or neglect had occurred nor responded quickly to concerns. There was lack of consistency in how the service was managed. Recent change in management had led to improvements in training and staff support. However, not all staff understood their roles and responsibilities, reporting of incidents, risks, issues and concerns was inconsistent.

At our assessment in May 2024, we found the leadership, governance and culture had not always supported the delivery of high-quality, person-centred care and the provider's monitoring processes were not always effective. Managers did not have full oversight of the service to monitor quality and safety. Staff did not always feel supported, and supervisions did not take place as planned. This was a breach of regulation.

However, at this assessment, we found there had been a continuous lack of consistency in how well the service was managed and led. Since May 2024 there had been several changes of managers. However, staff told us this had led to improvements in training delivery, supervision and the support they received; staff felt more involved, valued and listened to. Governance, accountability arrangements and quality assurance systems had improved significantly. However, management systems were still not always robust and effective in identifying and managing risks to the quality of the service. Audits at the provider level had not always identified the shortfalls found within the inspection.

At our assessment in May 2024, we found people’s experience of the service was not driven by a culture that normalises good wellbeing through inclusivity, active listening, and open conversations, which enables staff to do their job well and to be well. At this assessment, we found vast improvements in the culture of the service, which was positive, person-centred, inclusive and empowering. Culture was shaped by engaging with staff, people who use services, carers and other stakeholders. Managers and leaders genuinely welcomed feedback and demonstrated what action has been taken in response. People were involved and consulted about their care and reviews of concerns.

The provider remains in breach of the regulations relating to safeguarding people from the risk of abuse, including consent to care and treatment, and the management and oversight and governance.

The provider engaged with CQC and local authority. We asked the provider to submit action plans for the areas in breach of regulations.

Updated 25 March 2025

People and their relatives told us they felt the service received at Oakdene Nursing Home was safe. Relatives told us: “I believe the care my [loved one] receives is safe” and “My [loved one] has not indicated that [they] feel unsafe in any way.”

People and their relatives told us there had been a high turnover of staff and management. Relatives told us: “There has been a high level of staff turnover” and “The throughput and retention of staff is concerning. Some really lovely, long term workers have left and now when I ask questions regarding my [loved one’s] care or welfare the stock answer is 'I'm Agency I do not know'. I believe there are staff who genuinely care but they are rushed and overloaded to give adequate time and patience to those who need it.” Others commented: “It was concerning how long it took to find a new manager” and “I feel that the management of the home has improved hugely during the period of the interim managers, I really hope that the company who own the home will give the support needed to [manager’s name] so that [they] remain in post and some stability and continuity is possible.”

People and relatives expressed mixed views about the service they received at Oakdene Nursing Home. Comments included: “If my [loved one] were in a better place physically I would have moved [them] to another home last year” and “Staff are always very polite and welcoming but we don't see them very much or interact. We often can't locate a staff member to answer a query.”

Relatives commented on recent improvements in care delivery: “I am very comfortable with the present staff and their attitudes. Recent changes in procedure, new staff and the retention of some of the very good and experienced, longer serving staff have very noticeably improved the care. To always be greeted with a happy smile from the receptionists which then continues rightthrough the building from the other members of staff, I feel is very rewarding. My good wishes to [manager’s name] and my thanks to all at Oakdene for what appears to be some very significant and positive improvements in recent times” and “The staff and care have improved immensely compared to when our [loved one] first went to Oakdene [number] years ago.”

However, people and their relatives told us there was not always sufficient numbers of staff with right experience and skill mix to meet people’s needs. Relatives told us: “I do not feel there are enough staff. The service should look at the morale and retention of their staff. Staff they employ should be already be trained to assist and understand people living with dementia. Staff employed should really want to be a carer. For the high turnover and the calibre of leading staff there must be an issue with the top of the chain. These concerns are raised at each residents meeting but with no answer or outcome”, “The staff seem a bit happier but still unhappy with the staffing levels i.e. not enough of them which I consider a problem as my [loved one] is upstairs in Oakdene and if I or another resident rings the bell you can wait for ages before anyone comes as they are busy with other residents so I would say it’s the main problem” and “ Others commented: “There’s not enough staff, although I understand that recruitment is ongoing” and “There seem to be more staff, who are more present amongst the residents.”