Whiteoaks Rest 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 outstanding. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 and support was person-centred. Care was coordinated to maximise independence and planned to incorporate people’s choices and preferences. The provider had a schedule of activities which people could choose to take part in. A relative also provided music therapy sessions and this was popular amongst people. A relative told us, “[Person’s name] is keen on the activities and joining in and they will instigate an activity like dominoes or scrabble themself.” One person told us, “The best thing about living here is I can do what I want when I choose, I wouldn’t change anything really.”

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. People’s choice was evidenced throughout the inspection. People and their relatives told us, and documents demonstrated, people had access to appropriate healthcare when required and that staff fully engaged with the process.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to, where required, easy read policies. The provider told us information could be provided in large print where required.

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 consistently told us if they had a complaint, they would raise it with the registered manager or the provider and they felt sure it would be dealt with quickly and appropriately. A relative told us, “We receive a questionnaire every year.” Another relative told us they had raised a concern which was dealt with appropriately and to their satisfaction.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Each person had up-to-date summaries of their care needs in place. This could be shared with other professionals and reduce potential barriers to care within the health and social care system.

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 treated people as individuals and adjusted care and support to meet individuals’ needs and preferences. The provider and staff gave us examples of how people’s outcomes had been improved since living at the service. One relative told us, “My relative had to have antibiotics and they called in the doctor. They had a problem with their foot, and they called in the chiropodist.”

People were not always 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. Whilst people had a death and dying care plan in place they only detailed if people had Do Not Attempt Resuscitation (DNACPR) forms in place and if they had a hospital avoidance plan in place it did not cover how people wanted to be cared for at the end of their life and did not always contain detailed individualised plans for funerals. The provider told us, some people did not want to discuss their end of life wishes; however, this was not documented in their death and dying care plans. The provider told us they would review death and dying plans and record where people did not want to discuss this.