Oak Manor

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment, and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last inspection we rated this key question good. At this inspection, the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by thoroughly assessing and reviewing their health, care, wellbeing and communication needs with them. People’s needs were assessed when they first started living at the service and were reassessed regularly. These focused on people’s preferences, likes and dislikes as well as the support they needed with essential support such as personal care. Staff told us assessments were detailed, and they were updated a lot over the first few weeks as they got to know people better. One person said, ‘‘I have not been here very long, and I am getting used to it. Everyone has been very lovely.’’ A relative told us, ‘‘[Staff] have made quite a few changes since [family member] started living at the service as they have got to know them better. We were a bit worried at first but the whole process of moving in turned out wonderful for [family member].’’

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. The management team stayed up to date with best practice in relation to supporting people. For example, they organised training for staff specifically based around supporting people living with dementia. The service environment had been designed around current known best practice to help people living with dementia orientate themselves in their home. The management team updated people’s care plans where necessary and took feedback from visiting professionals seriously to promote best practice. One relative told us, ‘‘The staff understand [family member’s support needs] and react really quickly when there are any changes. For example [family member] started [doing something they do not usually do]. Staff informed us immediately and updated their care plan to make sure they could help them going forward. It’s really reassuring.’’ Another relative told us how impressed they were at staff doing a specific training course about their family member’s health condition. Staff were now working with them to see if there were ways, they could further improve their family member’s quality of care.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff worked and communicated well with each other whilst supporting people. They told us they had regular handovers to share information. Staff worked well with other professionals to help people have positive outcomes in relation to their health. One person said, ‘‘[Staff] are a good bunch of people. We are all always laughing together.’’ A relative told us ‘‘Every staff member can be approached, and we trust them all to know what is going on with [family member].’’

The provider supported people to manage their health and wellbeing and supported them to live healthier lives and where possible, reduce their future needs for care and support. People were supported to be healthy in ways such as eating and drinking enough and being supported to not develop pressure sores. Staff knew how to support people with their needs, for example by preparing their food and drink in ways that were safe for them or supporting them to do exercises to stay healthy. One relative said, ‘‘The way [staff] approach [family member] to eat and drink and stay healthy is marvellous. They wouldn’t do it if they felt under pressure, but this never happens with the staff team.’’

Staff in charge of providing food and drink for people took pride in their work, cooking food from scratch and cooking meals which they knew people liked. People and relatives were positive about the food at the service. One person said, ‘‘The meals here are really good but if you don’t like it then you can change it.’’ A relative told us, ‘‘[Family member] loves the food and the staff always make sure it is prepared for them in line with their needs.’’

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that people’s health outcomes were positive and consistent. The management and staff team reviewed people’s care plans and records to help ensure they were being supported in line with their support needs. People had experienced good outcomes in relation to their health needs such as not developing pressure sores or being supported to maintain healthy weights. People also had good outcomes in relation to their wellbeing, for example being supported to be more confident or take part in more past times. One person who in the past had found it hard to talk about how they were feeling, were now more confident in doing this. Another person who was unable to leave their bed, had their room adapted to ensure they could still be as independent as possible. One person said, ‘‘It feels really good living here.’’ A relative told us, ‘‘[Family member] is doing really well and so much better since living at the service. Staff always ring to see if I want to be involved in decisions, but I trust them and know [family member] is being well looked after by staff who know them really well.’’

The provider told people about their rights around consent and respected these when delivering support. People were supported in line with the MCA. Where people did not have capacity to consent to their support, assessments were completed and decisions were made in their best interest, with involvement from those who knew them well. Staff understood the principles of the MCA and knew the importance of asking people for consent. A relative told us, ‘‘[Family member] needs support but they have their own mind and the staff completely respect this. They get [family member] to lead the way and they follow.’’