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Queens Oak Care Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 11 June 2019

About the service: Queens Oak Care Centre is an 89-bed purpose built care home set out over four floors. At the time of our inspection, 63 people were living at the home.

People's experience of using this service:

Since the last inspection, there has been a change of leadership within the home.

The provider took into account the needs of people living with dementia and sought guidance about the design and adaptation of the home environment.

Staff had completed dementia awareness training. However, training was behind schedule in other key subjects. Staff supervision and appraisal was not always taking place on a regular basis.

People were cared for in a way that respected their privacy and dignity and promoted their independence. We saw many examples of good care, with staff showing kindness and compassion towards the people they were caring for.

Complete and contemporaneous care records were in place for each person using the service. Care planning documentation and related records were treated confidentially and stored safely in line with the Data Protection Act.

People’s risk assessments provided clear guidance to staff as to how to manage risks associated with people’s care and support.

Staff understood how to recognise and respond to safeguarding concerns to keep people safe and supported people in the least restrictive way possible. This was kept under review by the management team.

Staff worked closely with healthcare professionals and made appropriate referrals when needed.

Staff were responsible for ensuring people had enough to eat and drink and provided appropriate support where this was required.

A lifestyle co-ordinator was in post and there were opportunities for people to participate in a range of activities within the home.

Staff were following safe infection prevention and control procedures.

Regular auditing ensured quality issues were identified and managed appropriately.

Complaints were investigated but records did not always document what action was taken when complaints concerned poor staff performance.

Rating at last inspection: Requires Improvement (report published October 2018)

Why we inspected: This inspection was part of a scheduled plan based on our last rating of the service and aimed to follow up on some concerns we found at our previous inspection in September 2018.

Enforcement: We found a breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Please see the action we have told the provider to take at the end of the full version of the report.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 11 June 2019

Safe care practices were yet to be embedded in the service.

Details are in our Safe findings below.


Requires improvement

Updated 11 June 2019

Not all aspects of the service were effective

Details are in our Effective findings below.



Updated 11 June 2019

The service was caring

Details are in our Caring findings below.



Updated 11 June 2019

The service was responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 11 June 2019

Not all aspects of the service were well-led.

Details are in our Well-led findings below.