Oak Grange

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 inspection we rated this key question requires improvement. At this inspection this has changed to good. This meant people’s needs were met through good organisation and delivery.

During our last inspection the provider was in breach of regulation in relation to person centred care. We saw during this inspection enough improvement had been made and the provider was no longer in breach of this regulation.

This service scored 79 (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 now 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. Staff knew people well and adapted support to reflect their preferences, routines, and cultural backgrounds. People and relatives told us they were involved in planning and reviewing care. One person said, “They always ask me what I want and make sure it’s done my way.”

Staff supported people to take part in meaningful activities that reflected their interests and life stories. For example, 1 person was supported to visit a place in connection with their previous career. This brought the person joy and encouraged social interaction.

People’s choices around relationships was deeply respected by the provider who had made provisions to ensure people were given their own space.

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 closely with healthcare professionals, including GPs and SALT teams, to ensure people received coordinated support. Records showed timely referrals and follow-ups. People told us they felt confident that their care needs were met without disruption.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received clear and accessible information about their care and the service. Staff explained things in a way people could understand and used visual aids where needed. Information about complaints, safeguarding, and daily routines was available in formats suited to people’s communication needs. One relative said, “They keep us well informed, we always know what’s going on.”

People were also provided with communication cards to help them express their needs and feelings, ensuring their wellbeing remained central to care delivery.

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 and relatives felt listened to and involved in decisions. Feedback was actively sought and used to improve the service. Staff encouraged people to express their views and respected their choices. One person told us, “They always ask how I’m feeling and what I think, they really care.” Complaints were handled well, with clear outcomes shared.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service was accessible to all who needed it. Reasonable adjustments were made to support people with physical, sensory, or cognitive needs. The premises were adapted with ramps, handrails, and accessible bathrooms. Staff supported people to access external services and community activities. No one was disadvantaged due to their background or needs.

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. People experienced equitable care and support. Staff treated everyone fairly and with respect, regardless of their background and ensured they contacted and involved other professionals where needed. Care plans reflected individual goals, and people were supported to achieve positive outcomes. Staff understood the importance of inclusive care and worked to reduce barriers. One person said, “They treat everyone the same, with kindness.”

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. Future care needs were considered and planned for. End-of-life care was compassionate and respectful, with people’s wishes documented and followed. Families were involved in planning and supported throughout. Staff had received training in palliative care and spoke confidently about supporting people at this stage. One relative said, “They were amazing when [person] was nearing the end, they made it peaceful.”

Oak Grange had completed the “Six Steps to Success” programme in March 2024, with nominated champions leading improvements in end-of-life care. Staff were supported by local facilitators and demonstrated confidence in delivering high-quality care during this stage.