The Oaks

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 good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 were provided with care and support which was personalised to their specific needs. Care plans were person centred to ensure care was provided in accordance with people’s individual needs and preferences. Care plans were regularly reviewed and updated accordingly to reflect any changes. People had positive behaviour support (PBS) plans, PBS is a person-centred framework for providing support to people with a learning disability or autistic people who may display signs of distress or agitation for themselves or others. One-page profiles were also in place for people detailing important information about the person, such as what is important to them, how best to support them and their personal goals and aspirations.

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 were supported by staff who knew their needs and preferences. Staff worked with other healthcare services and understood the importance of working closely with them to ensure care was joined up and people received continuity of care and positive outcomes. This included doctors, nurses, learning disability specialists and speech and language therapists.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had individual communication plans that detailed effective and preferred methods of communication. For example, for one person who can communicate verbally, the plan stated they need communication to be delivered slowly and in short simple sentence structures. For another person, who is unable to communicate verbally, the plan explains they will use objects to get their needs known. Plans also included the approach to use for different situations. For example, triggers and what actions to take. The provider was following the Accessible Information Standards (AIS).

Staff supported 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. A staff member told us they have individual key worker meetings with people where they can talk to staff about anything. This includes any concerns or worries they may have. However, some staff and relatives felt communication could be improved. One relative said, “Would like to be listened to more.” We shared this with the registered manager who told us they would review this.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure barriers faced by people were removed or mitigated against. This included ensuring people had advocates who could represent them if needed. A professional involved with people living at The Oaks shared, “Every time I have contacted the care home to arrange a meeting with our client, staff have been helpful in organising this promptly. During my visits, staff have supported the client effectively and, through observation, have shown respect towards the residents. They have provided all necessary information during my visits and demonstrated a thorough understanding of the client's needs."

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment accordingly. Care records were detailed and showed people were involved in the planning of their care. For example, staff assessed how people made choices in relation to food, activities, routines and voluntary work. Guidelines were established to help staff effectively support and communicate with individuals enabling them to make choices.

Some people had been 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. For example, one person had made their choices which included funeral arrangements and hymns and music choices. Three relatives we spoke with told us they hadn’t been asked about their loved one’s end of life plans. One of these relatives said, “It’s important for the future and it’s important to put in place.” We discussed end-of-life care planning with the registered manager who told us they had approached the subject with those people who did not have plans in place however, people did not want to talk about it and had become upset. They assured us they would approach this again with families.