Oak Tree Lodge

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 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.Care plans were person centred to ensure care was provided in accordance with people’s individual needs and preferences.We observed care and support that was caring, friendly, responsive, and supportive. Staff spoke about providing person centred care based on what was important to the person. One staff said, “I am confident that care planning focuses on individual wishes, strengths and abilities understanding that each person is unique. It is important to me that my support is person centred, I have always advocated the importance of this.”

The service 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 understood the importance of working closely with a range of other agencies. We saw this included access to doctors, district nurses, hairdressers and dentists. People told us they were supported with their religious needs. One person said, “I’m a bit religious. I used to sing in the choir. The local church comes in once a fortnight and we have a service. Once a month, we also have Communion.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood people’s communication methods and styles. The provider was following the Accessible Information Standard (AIS). Staff assisted people to wear their hearing aids and glasses, and large print was available for people who needed it. Staff supported people to understand by talking to them in an environment that suited their needs for example, in quiet areas so they could be heard.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us staff knew them well and they were able to raise any concerns they had and were listened to. There was a range of activities available for people based on things they liked to do, and people were positive about the activities on offer. Some people and their relatives said they would like the opportunity to go on more trips out of the home. We discussed this with the registered manager who said, “We do get out and about. Getting transport is occasionally an issue, but we have taken people to the farm, out for ice cream, a drive through the forest, down to the beach and shopping trips in the past year. All the residents are asked if they want to go out. Staff are great at trips, we always have lots of volunteers, especially each time we go to the farm.” The registered manager said they would review the activities programme to ensure everybody had a chance to go out on day trips.

The service made sure that people could access the care, support and treatment they needed when they needed it. The home was accessible for those with mobility difficulties and bedrooms allowed access for equipment that people may need. Staff accessed healthcare support when people needed it, including out of hours. The home had a good relationship with the local doctor surgery who supported the home with weekly doctor rounds, but visited outside of these times if needed. People’s needs were assessed before they moved into the home and care plans reflected any reasonable adjustments the person needed to ensure their needs were met.

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. Staff treated people as individuals and made reasonable adjustments for anyone that needed them. Staff were trained to understand, identify and reduce any health or care inequalities. Staff understood the Equality Act.

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 worked closely with people to make plans about their future care. For example, people and their families were involved in planning how they would like to be cared for at the end of their lives. Staff made sure people understood their options and what it meant to request withdrawing care, or not receiving care, to allow them a dignified death.