Oaklands 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 provider met people’s needs.

At our last assessment we rated this key question good. At this assessment 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.

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.
The management team and staff made sure people could access the care, support, and treatment they needed when required. We observed staff making sure people were happy and comfortable with the care they received.
Peoples care and support plans were detailed and person centred, capturing important information. A health professional told us, “Staff are always around and act really quickly, I have no worries about anyone here.”

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.
Professionals were positive about the service, the care they provided and how they linked in with staff.
Relatives said care was given to be in line with peoples’ ongoing needs. Records confirmed staff engaged and involved people and their relatives in ensuring appropriate care was provided seamlessly.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was displayed clearly around the care home. Information was provided to people in accessible formats which included easy to understand information.

The provider enabled people to share feedback, raise concerns, and contribute to decisions about their care. Staff involved people in discussions about changes and acted on feedback.
People told us they knew how to make a complaint and felt confident speaking to staff and the registered manager, who they described as responsive. Meetings were held with people and relatives to ensure their views were heard, recorded, and responded to. We observed staff engaging people in conversations about what activities they wanted to do and what choices they wanted to make. The provider had a complaints policy, and any complaints were investigated and responded to by the management team in line with the provider’s policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s care records evidenced people accessed support from external professionals when required. Staff adapted their support accordingly when people’s needs had changed. A range of information and guidance was available to support people and the staff team, this was displayed in the communal area.

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 were aware of equality and diversity and understood how to ensure they were inclusive to reduce inequalities or prejudices that could affected outcomes for people.

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. At the time of our assessment no one was receiving support at the end of their life. Where preferences were expressed, these were recorded within personalised care plans to help ensure people’s choices were understood and respected.