Archived: Oakhill House 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.

People, relatives and friends told us staff knew and understood people and were adept in responding to their needs in a person-centred way. Staff took time to get to know people and fully understand people and how they preferred to be supported. One relative said, ‘‘Staff know him so well, they know the drinks he likes. We wanted to get him out of bed, so it was planned between us all, and when it was achieved the staff were so pleased and called me. It was good to see him up.”

Staff responded to people as individuals and worked with each other to promote this individuality. Care and activity staff worked together and had an approach that supported personalised care. One person’s improving health now allowed him to explore other interests. He said, “I love to be in the garden, and they take me there as often as the weather is nice.”

The Short Observational Framework for Inspection (SOFI) showed us that staff attended to people individually. Staff interacted with people taking account of who they were and their background. Care documentation completed supported the full assessment of people’s needs.

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 told us they received care from staff who knew them and their needs well.

They said, “Staff know what care I need.” There was regular and effective communication between staff and the management, and this enabled the continuity of the support provided. Care plans and daily records were full and were completed quickly to share information.

Care plans were used to record people’s preferences and choices. For example, preferences on who they wanted to be supported by and how they needed to be moved to ensure their safety. For those people who needed equipment to move, clear guidelines were in place to ensure they were moved with the correct equipment in the correct way at all times. One person said, “I have a hoist and wheelchair, and I am getting used to being off my feet, I trust them completely.” A relative told us, “They use a hoist to get her in and out of bed and she has got used to it, they are very gentle.”

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

People’s communication needs were assessed during the assessment process, with information recorded about how staff could communicate with them. This included information on any equipment used to improve communication, glasses and hearing aids for example.

Staff assisted people to wear their hearing aids and glasses, and large print was available for people who needed it. People said communication was not a problem. We observed staff using a picture schedule to communicate and getting close to people to communicate more effectively.

A relative complimented the way staff communicated, “They communicate well, making sure they take time with him. They talk to him as a human and individual even though he may not understand. They speak so kindly, and he responds.”

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, relatives and friends told us they felt they were listened to and given the opportunity to share their views. They said, they knew they could complain if they needed to but didn’t have anything to complain about. A relative told us, “The nurse has asked if there is anything that we can change to improve outcomes for my husband. She asks regularly and provides time for discussion.”

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

Staff had completed training on equality and diversity and respected people’s differences. They understood people’s health and care needs and how this impacted on people’s ability to access facilities and services.

All internal facilities had disabled access. There were wide corridors and rooms had space for wheelchairs. There was outside space and patio areas. These needed some work to ensure everyone could access them safely and works to do this had been organised and was to be completed within 6 weeks.

Staff accessed specialist health and social care support when required and assisted people with health care appointments and called emergency services if required. The service had developed positive working relationships with other health and social care professionals which ensured people received any support they needed.

A health care professional told us, “The nursing staff are diligent and seek advice whenever they have their concerns, they use the SBAR process well and are not fearful of contacting 999 when it is appropriate. They also have an excellent relationship with the surgery.”

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 made reasonable adjustments for anyone that needed them. Staff understood the equality act and had received training on this. People’s religious and cultural wishes were responded to. For example, Halal meat was available, and prayer times were respected and facilitated. A person said, “They respect my religious beliefs and also my special food, they treat me like royalty.”

People were treated fairly and were all given the same opportunities to receive the care and support they needed and wanted. We observed staff interactions and conversations with people and people were treated kindly and with compassion. People were included in conversations and activities. People, relatives and friends told us a variety of activities were available to all. This included regular trips out in the service minibus and many group activities in the communal areas of the service. One relative said, “My wife has limited mobility, and they help her whenever she needs it.”

One staff complimented the inclusive environment at the service between staff and people. “I like working here everyone is treated fairly. We all get on well irrespective of our different race, colour or background.”

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.

The assessment process took account of people’s wishes at the end of their lives. Care plans contained information and guidance on peoples' religious and resuscitation wishes. ReSPECT forms (Recommended Summary Plan for Emergency Care and Treatment) were used to record personal wishes.

The nurses worked closely with the hospice and community matrons to provide the appropriate support and care. They have however acknowledged the need for further clinical training on pain control for people at the end of their lives and this is being progressed, along with other clinical training in this area for the nurses by the registered manager.