Great Oaks

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.This is the first inspection for this newly registered service. 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.

People told us the service took care of all their needs and requested help of others as required, their relatives agreed. People’s care and support needs were assessed, reviewed, and updated when needed. Records reflected the care people received and staff told us they had enough information to enable them to support people well. There was a clear review processwhich ensured the person was involved, this included those important to them. External professionals were positive about working with the service to meet people’s needs. We observed various interactions between people and staff where they demonstrated an awareness of the person’s needs.

People told us they had access to the care they needed to live well. This included seeing their GP or specialist service. Relatives were confident in the staff to request emergency medical advice if needed. Staff told us they routinely contacted professionals to support people such as, GPs, community nurses, speech and language therapists. Health and social care professionals told us the service contacted them about relevant concerns and within safe timescales. Records showed input from a variety of health and social care professionals. Information was shared through handovers and meetings. Records showed clear detailed entries regarding medical interventions for people.

People’s communication needs were detailed in their care plans. Information was highlighted if a person had communication difficulties and shared with relevant health and social care professionals. Staff told us various ways people preferred to communicate such as, speaking clearly in a louder tone to support a person with hearing loss. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. The service adapted to meet people’s individual communication needs.

People’s care and support needs were assessed before they started to use the service. The pre-assessment of a person’s needs formed the basis of their care plan. People told us they were happy the service knew exactly what they needed to remain well. Staff had access to information about people’s needs, through the providers electronic care planning system.

People told us they received care and support, which was accessible and considered their individual needs. People told us staff came to support them when they needed it or when they requested. Staff received training in equality and diversity, they told us they supported people to live well. Staff told us they would support people regardless of their background and explained diversity had enhanced the service. Policies and procedures underpinned all safe working practices, and this had been supported by training and ongoing competency monitoring. Feedback received from health and social care professionals was positive.

People and their relatives told us they were treated fairly, and their rights were respected. Staff had access to various ways of raising concerns about treatment which discriminates, they told us the manager would always take them seriously. Staff training, guidance and observations meant staff were reminded of their responsibilities. Policies, procedures and working practices within the service were in accordance with relevant legislation to ensure people and staff received fair treatment.

People had been given the opportunity to discuss their care needs in their last years, months, and days. Care plans were person centred, this meant the service had recorded the persons and loved one’s views. Staff told us they were passionate about ensuring people were comfortable and happy. Records showed positive working partnerships with external professionals during people’s last months and days. The service had received compliments about the care provided during the last days of life.