White Oak Care Limited

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.

This is the first assessment for this service. This key question has been rated 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.

Personalised care plans were in place that included people’s routines and how they liked to be supported. There was a ‘About Me’ section that included people’s likes and dislikes and how to best support and communicate with people. Care plans included people’s backgrounds and detailed information on support required such as with personal care, oral care and when out in the community.

We saw evidence that staff followed and understood people's care plans as they had to sign records to confirm they read and understood the care plans. People and relatives were also involved in completing care plans.

Staff told us they knew how people liked to be supported and gave us examples of people’s preferences. Staff told us that care plans were helpful, and it helped them in their roles.

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 had a positive relationship with staff and had access to services. Staff told us that people had access to health services when needed. Staff completed daily notes when care was delivered to ensure people received continuity of care.

People had allocated key workers and meetings were held regularly with the keyworker to discuss people wellbeing and support. The management team told us the service ensured where possible for people to have the same care staff to form positive relationships and people received good care provisions and continuity of care.

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

The principles of Accessible Information Standards were being met. Communication plans were in place that included information on how to communicate effectively with people and people’s preferred communication style. Staff told us that they had access to communication materials when required to communicate with people effectively and communication plans supported them. A staff member commented, “Because most staff speak in same language, [person] feels very comfortable to express their needs.” A relative told us, “Very good, most of the staff speak same language that we do. [Person] understands them.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and relatives were able to share feedback about their care through reviews and surveys.

The registered manager and staff told us that systems were in place to obtain feedback from people and involve them in decisions such as regular reviews with people on their care. Quality monitoring systems were in place to obtain feedback from relatives. Reviews were held with people to attain feedback such as on their goals and action was taken to ensure people achieved their goals.

There were systems to manage concerns and complaints. A complaint policy was in place that detailed the process of managing complaints. No complaints had been received. Staff were also able to tell us the process to manage complaints and concerns, which was escalated to management for review.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Support and care were available when people needed it. Care and support that people received were agreed with people’s relatives prior to care being started. The management team reviewed care regularly to ensure people had access to care and support they needed. The management team were also on call if people needed emergency support.

Regular audits were carried out to ensure people were well cared for. We saw evidence that care plans documented people’s protected characteristics and goals were set to enable 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.

People’s equality characteristics such as their race and religion were recorded in their care plans. The cultural and spiritual needs of people were taken into account when providing a service. The management team told us people were free to practice their religion and care plans showed that people were supported in this area. We observed people were supported to purchase food based on their religious beliefs.

Staff had a good knowledge of people’s beliefs and cultural needs. Reviews were held regularly so management listened to people’s preferences and tailored their care and support in response to this and shared with staff.

Quality assurance systems were in place to ensure people received safe care and support. This included regular audits on care plans and risk assessments to ensure people received personalised support.

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 future aspirations were discussed with them as part of key worker meetings and were included on their care plans.

The registered manager and staff told us they discussed future aspirations regularly with people such as what they would like to do in the future, and this included how they wanted to be independent and how that could be achieved.

People were not receiving end of life care during the assessment. The provider had policies in place to help guide staff on how to support people to express their preferences on end of life care if needed.