Oaklawn

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 inspection, we rated this key question good. At this inspection, the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 was exceptional at making 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.

Relatives told us staff adopted a proactive and responsive approach, adjusting the care they provided as their family members’ needs changed. Regular reviews ensured changes in need were identified at an early stage, enabling staff to adapt their approaches in a timely and personalised way. One relative told us, “They have adapted [family member’s] care as her needs have changed, put more things into place. She is very well looked after.”

Professionals highlighted the improvements in quality of life people had experienced since moving to the home due to the consistent, personalised care provided by staff. A professional said of one person, “After moving to Oaklawn we saw some dramatic improvements in a very short space of time. To cut a long story short, this person has attended hospital appointments, GP appointments, attends community visits, including a trip to the London Aquarium, he loves sharks, and spends time in the communal areas of his home. It is one of the most dramatic improvements in quality of life I have seen, and I have to thank Oaklawn for their dedication and inventive thinking on interventions to support this person to overcome his anxiety.”

Another professional told us that the improvements achieved in this person’s quality of life were, “Testament to the amazing dedication and quality of care that the home offers.” This care and support provided to this individual had resulted in the home being nominated for an Involvement and Contribution Award by the local health trust.

A third professional identified the creative approaches staff adopted as instrumental in achieving positive outcomes for people. The professional told us, “The service is really creative in a number of ways: making sure people have person centred activities, working with the speech and language therapy team on fluid rich foods protocol for people to avoid the use of thickened fluids which has not only improved fluid intake but also reduced the need for laxative use.”

The provider understood people’s diverse health and care needs, so care was joined-up, flexible and supported choice and continuity.

People were supported by a consistent team of staff who understood their needs and preferences about their care. Staff worked effectively with external partners, including health professionals, local authorities and community services, to deliver integrated care. Information was shared appropriately and in a timely way.

Professionals told us staff knew people’s needs well and provided support in a way which ensured these were met. A professional said, “The staff at the service have a good understanding of people’s needs and they are well met.”

Relatives confirmed their family members received consistent care from staff who knew their needs well. A relative told us, “There is a consistent staff team. In terms of looking after [family member], they are doing very well. They understand what his needs are and always do the right things he can cope with.” Another relative said, “Most of the staff have been there for many years, and the ones who have arrived more recently seem very good, too.”

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

Information was provided in ways which took account of people’s preferred methods of communication, language, sensory needs and understanding, and supported them to make informed decisions about their care.

Systems were in place to ensure information was kept up to date, consistent and shared appropriately, which supported continuity and well-coordinated care. People’s communication needs were recorded in their care passports to ensure professionals were aware of these should the person need to use other health and social care services.

The registered manager and staff shared information with people’s families to ensure they were kept up to date about their family members’ health and wellbeing. One relative told us, “They are good at communicating. [Registered manager] does update us on things and when we visit, he asks us if we have got any questions. We feel pretty well informed.”

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

Communication was tailored to individual needs, ensuring people were able to express themselves in ways that worked best for them. Professionals told us staff had implemented their recommendations to support people’s communication needs. A professional said, “We recommended objects of reference as a communication tool for one person, and Oaklawn engaged fully with our SaLT (speech and language therapy) team and put the recommendations in place.”

Staff understood the importance of working in partnership with people to shape their care and support, ensuring it remained responsive to their changing needs. Feedback from people and relatives was regularly sought through a range of methods, including meetings, reviews, and day‑to‑day interactions. This feedback was used to inform care planning and to ensure people’s care was responsive to their needs.

The provider made sure people could access the care, support and treatment they needed in a timely and equitable way, regardless of their background, circumstances, or protected characteristics.

The provider took action to identify and reduce barriers to access, including those related to communication and disability. Reasonable adjustments were made to meet individual needs, and flexible approaches ensured people could access care in ways that suited their preferences.

Staff received training on Equality, Diversity and Inclusion and used this knowledge to ensure people did not experience discrimination and their rights under the Equality Act 2010 were respected. Staff worked with people, families and external organisations to ensure access to services was fair and inclusive.

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

People’s care and support promoted equality, removed barriers and protected their rights. People’s experiences were listened to and acted on to improve care. The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with different protected characteristics.

Staff were aware of the factors that may impact people’s experiences and outcomes and took steps to address these by adapting their approaches according to people’s individual needs. The service reviewed people’s experiences and outcomes to identify any ways in which these could be improved.

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.

People’s care plans were regularly reviewed and adapted to ensure they remained relevant and responsive over time. Staff worked with external professionals to ensure continuity and readiness for any changes in circumstances.

Relatives told us they were able to contribute their views when their family members’ care was being planned and reviewed, including towards the end of their lives. Any decisions relating to end of life care were recorded on a Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) form. A ReSPECT form records a person’s preferences about their care in the event of medical emergency, particularly if they become too unwell to make or communicate decisions themselves.