Oasis Care Hillingdon

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 is the first assessment for this service registered on 21 April 2023. 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.

People and relatives confirmed they were supported to discuss their care needs which were used to develop and review the care plans. Staff confirmed people had detailed care plans which provided guidance on the person’s care needs and they told us they read them regularly. Staff felt confident when providing support. Care plans and risk assessments were regularly reviewed to ensure they reflected the person’s wishes and current support needs. Staff explained they knew how to escalate concerns if they identified a change in the person’s care needs. A staff member said, “Document [changes] and report to my supervisor or manager.” Staff completed records of the care provided during each visit which were monitored to ensure the care provided met the person’s needs.

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 registered manager told us people were visited by the same staff member to ensure consistency in care. Each person had 3 staff members allocated to them. This meant when the main staff member was away there were 2 alternative staff members who knew the person and their support needs. The service worked with health and social care professionals to ensure people needs were met.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were assessed and identified in their care plan. The registered manager told us they identified a person’s cultural needs including language and matched staff with the person’s preferences. This meant the staff member could communicate and connect with the person. Documents including care plans could be provided in difference formats, including large print or other languages, to meet the person’s specific communication needs.

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 registered manager told us they supported people and relatives to provide feedback through regular surveys, care plan reviews and when a spot check on the care were carried out. People and relatives were involved in identifying and reviewing their care needs. There was a complaints process and relatives confirmed they understood how to raise concerns. Where they had raised a concern, relatives told us it was responded to appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People’s care plans identified if they had any communication issues with guidance for staff on how to meet the person’s support needs. The provider had an out of hours contact number which people could use in case of an emergency.

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.

People’s care plans included information on their religious and cultural preferences and what was important to the person. The care plans also identified, if they wished to disclose information, the person’s gender identity and their sexual orientation. Staff completed training in relation to equality, diversity and human rights. Relatives felt staff provided care in a respectful manner. People and relatives were asked for feedback in relation to the care provided and this information was used to improve the service.

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.

The registered manager explained peoples end of life wishes were identified during the initial need assessment. A relative told us, “We’ve had discussions about end-of-life plans and what would happen if [family member] deteriorates.” The registered manager said that when the service was providing support with palliative care, they would discuss the person’s wishes and preferences for their care. This information was used to develop a care plan and risk assessments to provide staff with information on how the person wanted their care to be provided. At the time of the assessment the service was not providing support with end-of-life care.