Oak Lodge 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.

People were receiving a service that met their care and support needs. There was a plan in place to improve activities for people.

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’s care plans were detailed, person centred and reflected their individual preferences, life histories and wishes. People told us they were happy with the care and support they received. A person commented, “When I came here, I answered a lot of questions to plan for the care I needed.”

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.

Staff worked effectively with health and social care professionals to ensure people received joined up care provision and continuity. An array of health and social care professionals communicated with staff and visited the service on a regular basis to respond to people’s care and support needs. Records showed staff referred people to external professionals in a timely manner when required. These included GPs, dietitians and community mental health teams amongst others.

People and their relatives were provided with information about the service and other services they could access in formats that met their needs. The manager told us information could be provided to people in large print or in different languages if required. We saw food menus were offered to people in pictorial formats to choose their meals from. The manager also showed us a pictorial cue card that staff used to communicate with a person to help them make choices about their care and support needs.

There were systems to enable people to speak up. We saw the minutes from recent residents’ meetings and action plans from surveys. Issues discussed at the last residents meeting included Christmas plans, the new winter menu, the call bell system and people’s activity preferences. Actions from the resident’s survey included encouraging people to participate in planning for their care and creating a ‘You said, we did board’. We saw a ‘You said, we did board’ which recorded that people had asked for a more culturally diverse menu that reflected people’s backgrounds. We saw the service had introduced a menu with a dish from different cultures for example West Indian, Serbian, Sri Lankan and Iranian every Wednesday.

Staff were knowledgeable about how to access specialist support when needed and maintained collaborative links with local health and social care teams. They ensured people could access a range of services when required, including GP, chiropody, physiotherapy, and speech and language therapists.

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 had completed equality and diversity training to better understand how to reduce inequalities and challenge prejudice, helping to improve outcomes for people they support. Staff understood their responsibility to ensure people experienced good outcomes tailored to their care and support needs and wishes.

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.

People were asked about their end stage of life wishes. Where people had chosen to share this information, this was detailed and documented within their care plan. Staff worked effectively with health care professionals and palliative care teams to assess and plan ensuring people’s needs and wishes were respected.