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Oak Way House

Overall: Good read more about inspection ratings

1a Kimbolton Road, Bedford, Bedfordshire, MK40 2PU (01234) 321400

Provided and run by:
Bedford Citizens Housing Association Limited

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Background to this inspection

Updated 12 July 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This comprehensive inspection was unannounced and was carried out on 11 June 2018 by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection we checked the information, we held about the service and the provider, such as notifications. A notification is information about important events which the provider is required to send us by law.

We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We also asked for feedback from the local authority who have a quality monitoring and commissioning role with the service. No concerns were raised.

During the inspection we used different methods to help us understand the experiences of people using the service. We spoke with five people using the service, one relative, the provider, the registered manager, the scheme manager and two members of care staff. In addition, we observed a number of people taking part in the planned activity for the day, which was a lunch club.

We then looked at various records, including care records for three people, as well as other records relating to the running of the service. These included staff records, medicine records, audits and meeting minutes so that we could corroborate our findings and ensure the care and support being provided to people was appropriate for them.

Overall inspection


Updated 12 July 2018

Oak Way House provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection therefore looked at people’s personal care and support service.

Not everyone using Oak Way House receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of this inspection 14 people using the service were receiving a regulated care service.

The scheme consists of 42 flats. Each flat has one or two bedrooms, a lounge, kitchen, wet room and storage space. Most flats had large balconies, many of which overlook the communal landscaped garden. Extensive communal space had also been provided on each floor, including communal dining / lounge areas and a reception area. Assisted bathing facilities were also available on site.

This was the first inspection of Oak Way House since it registered with CQC in March 2017. This means the service has not previously been rated. During this inspection, which took place on 11 June 2018, we rated the service as Good.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected from abuse and avoidable harm. Staff had been trained to recognise signs of potential abuse and knew how to keep people safe. Processes were also in place to ensure risks to people were managed safely and that they were protected by the prevention and control of infection.

There were enough staff to meet people’s needs. Staff had been trained and had the right skills and knowledge to carry out their roles.

Where the service was responsible, arrangements were in place to make sure people received their medicines when they needed them.

There was evidence that the service responded in an open and transparent way when things went wrong, so that lessons could be learnt and improvements made.

People received care and support that promoted a good quality of life and was delivered in line with current legislation and standards.

Where the service was responsible, arrangements were in place to ensure people had enough to eat and drink. A lunch club was provided at least three times a week to encourage people to interact socially with one another, and to support a healthy, balanced diet.

Staff worked with other external teams and services to ensure people received effective care, support and treatment. People had access to healthcare services, and received appropriate support with their on-going healthcare needs.

The service acted in line with legislation and guidance regarding seeking people’s consent.

People received personalised care from staff who were helpful, kind and compassionate. They were supported to express their views and be actively involved in making decisions about their care and support.

Staff supported people in the least restrictive way possible; the policies and systems in the service support this practice.

People’s privacy, dignity, and independence was respected and promoted.

Arrangements were in place for people to raise any concerns or complaints they might have about the service. These were responded to in a positive way, in order to improve the quality of service provided.

Systems were in place for people to be involved in making decisions about their end of life care needs, so if the need arose staff would be prepared and able to carry out those wishes.

There was strong leadership at the service which resulted in people receiving high quality and person-centred care. The registered manager ensured that staff understood their legal responsibilities and accountability. This approach had created a positive culture that was open, inclusive and empowering for the people using the service.

Systems were in place to monitor the quality of the service provided and to drive continuous improvement. The registered manager and provider worked in partnership with key organisations and agencies for the benefit of people using the service.

Further information is in the detailed findings below.