The Oaks Care Home

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 service met people’s needs. At the last inspection we rated this key question good. At this inspection 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.

Staff 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. The care records were written in a very person-centred manner and the registered manager worked with staff to ensure they always provided sufficient detail about how to deliver people’s care and support. These were regularly reviewed to make sure they continued to accurately reflect people’s needs and wishes.

Staff 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 told us they were asked about their preferences and felt their views were respected. Professionals reported improvements in communication following changes to GP ward rounds and the appointment of permanent staff, which supported safer care. A person said, “I am very happy here and staff always make sure I am okay.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received appropriate and accurate information tailored to their needs. Communication plans were in place. Staff understood individual communication preferences and used supportive conversations to build trust. Relatives told us staff kept them updated about people’s wellbeing and any changes, which helped them feel reassured.

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 felt staff listened to them and acted on their concerns, and relatives confirmed staff were approachable and responsive when they raised queries or offered suggestions. Staff feedback highlighted that suggestions for improvement were considered and acted upon. A staff member said, “We do have meetings which help me to air my view on any particular issues and the management look at points raised and work on them.”

The service made sure that people could access the care, support and treatment they needed when they needed it. The management team understood the diverse needs of people and aimed to provide care, which is joined-up, flexible and supports choice and continuity. Staff understood the diverse needs of the people living at The Oaks and worked flexibly to ensure everyone received appropriate support.

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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The provider ensured peoples’ social and healthcare needs were fully considered and met. Relatives expressed confidence in the service, saying their loved ones were happy and their needs met.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including planning for the future. Staff understood how to deliver this support in a kind and compassionate manner.