Three Oaks Residential 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.

Care plan Information included people's background histories, needs and preferences and helped staff know what was important to people and engage with them in a meaningful way. For example, we observed a member of staff having a conversation with a person about the person’s previous job as a gardener.

Care plans were updated regularly, and review dates were set after each plan had been agreed. Changes in people's health and wellbeing that required different levels of support or assistance were recorded and shared with staff.

Daily care records completed by staff showed people were provided with appropriate care and support, which was individual and personalised. Handover meetings were conducted daily and documented. This allowed staff to effectively share information about any new risks or concerns about a person’s health or wellbeing.

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.

There was evidence of continuity of care, treatment and support. An external health and social care professional told us, “Many of the residents have previously been…patients with ourselves before they moved into Three Oaks. When we are made aware that they have moved to Three Oaks, although it’s sad that they can no longer stay in their own home, we know that they will receive excellent care from the home.”

The registered manager was further developing the service in relation to community involvement and activities, approaching charities and other external organisations, for example a local college. The registered manager had organised breakfast meetings with these other companies to discuss their availability to visit or otherwise support the home. A ‘positive network’ board in the office showed how this was continuing to develop.

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

Each person had a communication support plan with details about their preferred means of communication and the support they needed. We observed staff taking time to communicate with people, allowing them to take in the information and respond. Staff also told us about how they communicated in a way that met each person’s needs and provided information in ways that was accessible to people they supported. For example, one person had limited communication due to dementia and relied on staff facial expressions. The provider provided continuity of care by ensuring the person was supported by familiar staff who they recognised and trusted, and who had good understanding of their needs and abilities.

The provider had policies regarding people’s data protection. Staff understood how people’s personal information should be recorded and stored securely and only shared if the person consented.

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.

People and their family members we spoke with confirmed they were involved and listened to. One person told us, “They’re great. If I want to talk to someone, just a general conversation, they’re there.” Another person said, “They’re very good, very friendly. You have a laugh and a joke with them, which I like. They know all our little quirks and what we like and don’t like. It’s nice to have a natter with them.’’ A relative commented, “They listened and wanted to know all about her.”

The provider had a policy and procedure to ensure any complaints were taken seriously, investigated and feedback given to the person raising the concern. People told us they had no complaints and they would feel comfortable speaking to the managers or staff if they had any concerns. A relative told us, “I’ve not had a complaint, but I’ve had queries and I’ve spoken to [registered manager] she’s always helpful. All the staff are very good.”

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

People told us they had access to the support, treatment and care they needed. Managers and staff had daily meetings and handovers that ensured people’s care and support needs were discussed and monitored.

The registered manager demonstrated knowledge and understanding of supporting people with protected characteristics and staff received relevant training.

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.

All the people we spoke with felt they received care that was personalised and promoted their dignity and independence. The registered manager and staff regularly reviewed people’s care and support with them to ensure positive outcomes.

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.

Records showed people had advanced care plans, which were kept under review. The provider worked with external health teams and family members to provide appropriate and individualised care and support.

A health care professional told us, “In end-of-life situations, they have been kind and compassionate.”