All inspections: Mile Oak Rest Home - Care Quality Commission

During our visit we observed staff interacting with people who use the service in a friendly and respectful manner. People we spoke with told us that they were happy with the care and support they received, and that staff were 'caring' and 'met their needs'.

Care records were detailed, person centred and identified people's abilities as well as their needs. We found care plans and risk assessments were regularly reviewed, and up-dated in response to changes.

People told us that staff reacted promptly to ensure their healthcare needs were met. We spoke with a visiting district nurse who confirmed this. The involvement of professional clinicians had been recorded appropriately, and action taken as required.

We found that when discrepancies were identified on the medication audit they had not been followed up in a robust manner. Following our visit we were informed that the medication audit had been reviewed and action taken.

Staff told us that they received the training and support to enable them to do their jobs. Staff files showed that staff received a comprehensive induction, and on-going training. Staff received regular formal supervisions, and annual appraisals.

Relatives we spoke with said they were happy with the 'open door policy' and felt they could approach staff if they had a concern or complaint. We saw that the home's complaint policy had been made accessible to people who use the service and to visitors.

People told us what it was like to live at this home and described how they were treated by staff and their involvement in making choices about their care. They also told us about the quality and choice of food and drink available. This was because this inspection was part of a themed inspection programme to assess whether older people living in care homes are treated with dignity and respect and whether their nutritional needs are met.

The inspection team was led by a CQC inspector who was joined by an Expert by Experience (people who have experience of using services and who can provide that perspective) and a practising professional. We talked with 14 people who lived in the home and observed the care and support provided to others. We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

People spoke very highly about the way they were treated by care staff and told us they were happy living there. They told us that staff treated them with respect and dignity when supporting them with their care. For example, one person described how staff were patient when giving them their medicines; "Did you notice how the girl just stood and waited for me to finish...no hurry...they are all so kind and helpful." Another person told us; "They look after me so well. I could not wish for any better. I am so comfortable here."

People reported that they were able to make choices about their care. For example, two people showed us their bedrooms which were personalised with items meaningful to them. One person told us that they had been able to choose their bedroom and how it was furnished which helped ensure they were content and comfortable.

We talked with three people about the meals that were provided for them by the home. They spoke very positively about the food they were served. One person told us; "We don't make our own drinks but we don't go short. You only have to ask and they make you a lovely drink. They are lovely to me."

People who lived in the home told us that staff treated them well and they were happy there. One person told us; "I feel safe here." They told us that staff were attentive to their needs, understood their preferences and were able to meet them. One person commented that they never felt rushed by staff when receiving help with their care.

People we spoke with said that they considered the care was good and they were able to make choices about what they did.

People commented that the food was good and they had put on weight.

People were involved in planning their care and were consulted on any changes to care plans. We found that care plans were person centred.

People's privacy and dignity is respected and there were sufficient numbers of staff to meet their needs.

These older reports are from our old approaches to inspection, including those from before CQC was created.

Archived: Mile Oak Rest Home

All Inspections

16 January 2014

During a routine inspection

26 July 2012

During a themed inspection looking at Dignity and Nutrition

19 October 2011

During a routine inspection

Reports under our old system of regulation