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Archived: The Oaks Requires improvement

The provider of this service changed - see new profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 25 June 2019

About the service

The Oaks is a residential care home that was providing personal and nursing care to 41 older people at the time of the inspection. The service can support up to 42 people. In addition, the service was providing a domiciliary care service to people living in their own bungalows on the same site. Not everyone using the service receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People’s experience of using this service and what we found

People told us staffing and management changes over the last year had impacted on their care and been very unsettling. A large amount of agency staff were being used. People's care records had not always been consistently reviewed and quality assurance systems had not been effective in maintaining the quality of care and driving improvements forward in a timely way. People had not always received their medicines in line with their prescription. The provider was taking action to address this.

Health and safety checks were completed and staff understood how to care for people safely. However, opportunities to learn from accident and incidents that occurred were not always maximised, to reduce the risk of recurrence. Staff knew how to identify and report any safeguarding concerns.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. However, staff knowledge in relation to people's Deprivation of Liberty Safeguards in place needed improvement. We have made a recommendation about improving staff knowledge in this area.

People told us they generally enjoyed the food available and had a choice of meals. Records in relation to food and fluid intake and weight monitoring were inconsistent. Action was being taken to ensure staff updated their regular refresher training.

Staff and people using the service reported recent improvements in morale and practice, since the introduction of a new interim management team.

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

Rating at last inspection

At the last inspection the service was rated good overall (published 23 August 2018).

Why we inspected

This inspection was prompted by information of concern. It was a focussed inspection, based on the information received. Concerns related to medicines practices, staffing and support with nutrition and hydration needs. We inspected the following three key questions: Is the service safe, effective and well-led?


We have identified breaches in relation to safe care and treatment (medicines) and good governance (quality assurance and record keeping). Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will monitor the progress of the improvements working alongside the provider and local authority. We will return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

Inspection areas


Requires improvement

Updated 25 June 2019

The service was not always safe.

Details are in our Safe findings below.


Requires improvement

Updated 25 June 2019

The service was not always effective.

Details are in our Effective findings below.



Updated 25 June 2019



Updated 25 June 2019


Requires improvement

Updated 25 June 2019

The service was not always well-led.

Details are in our Well-led findings below.