Human Support Group Limited - Oaklands

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 was the first inspection of this registered 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.

Staff worked with people when their needs changed and considered the best care and treatment options. For example, one member of staff explained how a person with Parkinson’s disease liked to be fully informed at each step during care routines. When the Parkinson’s team visited this person, a member of care staff was also present which provided consistency and assurance for the person. This also ensured good communication and collaboration between people involved in this person’s care.
Care plans were created with the person or an advocate when appropriate on initial admission to the service. The care plans contained person specific information including goals and preferences. However, they lacked detailed information about people’s hobbies and interests which meant they could not be considered when planning activities or outings.
We observed staff spending time with people in the lounge, outside of tasks, talking to them about things that interested them. A registered nurse who works with the service said “Patients’ individual needs and preferences are respected.”
 

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.
The home worked well with local GPs and District Nurses to ensure care was responsive to people’s needs. Relatives reported a high level of satisfaction with the care provided. One relative told us, “mum moved to this service 6 weeks ago and because we had to change her GP and pharmacy and a blister pack of medication didn’t arrive on time, they were very helpful to me to resolve the issue quickly.”
There was a good understanding of people’s needs and when intervention or advice from other healthcare services was necessary. One person who frequently experienced distress and agitation was appropriately supported. There was effective communication between the service, the local GP, social worker, and local authority to ensure the individual received the best possible care.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
The service had an accessible information policy and considered people’s varying needs when providing information.
The registered manager told us about one person who was non-verbal but physically very active. They communicated with them through writing things down or speaking very slowly. The person responded in writing and using gestures such as thumbs up and thumbs down.
One family member told us, “The carers are responsive to all mum’s care needs and the service staff excellent when dealing with and answering any questions, responding immediately whether by text, email or phone.”
 

The provider made it easy for 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.
The service gained feedback using the “voice of the customer” form which was completed quarterly by the people they supported, or a relative on their behalf if appropriate. Feedback was positive and showed that people were involved in their care. For example, “[Relative] said he knows that [name] can't make choice for himself but the staff will ask him does he want a certain something to eat, staff will show [name] and he will respond with a yes if he does”
Staff said there was a positive relationship between the staff and the families of the people they supported, and relatives felt comfortable to raise any issues or questions that they had
One staff member said if a family member raised a concern they would “listen and document what are they not happy about, advise them that they will pass on to the coordinator and any changes that could be made would be”.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Everyone who used the service received the care, support and treatment they needed and adaptations were implemented where necessary. For example, shower chairs or rails and walking frames; all aids to improve their quality of life. The service was adapted to suit people’s different needs. One family member told us, “[person] is now totally dependent on the carers. The flat is perfect, with wide doors for her wheelchair.”
 

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 received training in range of courses designed to support their understanding of people’s rights. These included dignity in care, safeguarding and dementia awareness. Dignity and respect was an agenda item at the staff meetings.

The Manchester Dementia Together charity held a Dementia Café at Oaklands. People who live at Oaklands could attend this café with their friends and family providing an opportunity for people living with dementia to socialise, share their experiences and provide support for each other.
 

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.
Care plans included information regarding their wishes for the future, including if they were taken seriously ill or at end of life. Staff told us that although nobody was currently on end of life care, previously Macmillan Nurses and District Nurses had been to the service to support people on end of life care, and carers at Oaklands had worked alongside them ensuring a holistic approach.