Oak House

The provider and staff worked closely with other professionals. Staff understood their safeguarding responsibilities. Risks were well managed and care plans and risk assessments were person centred. There was a proactive culture of looking for lessons that could be learned or improvements that could be made. For example, the registered manager took prompt action in response to our feedback in regard to peoples access to areas of their home. The service worked with people to plan for when they experienced periods of distress. Records included clear, person-centred support plans which were subject to ongoing review and improvement. The provider had recently transitioned to using an online care management system and information was in the process of being transferred. Required checks were made prior to staff starting to work at the service. There were enough staff with the right skills and experience to make sure people received safe and effective care. People’s health and wellbeing outcomes were good because of the support they received from staff working in partnership with other professionals. The home and equipment were clean, and risks associated with infections were assessed and well managed. The provider made sure medicines and treatments were safe and met people’s needs and preferences.

People’s records were detailed and reflected important past events, what was important to and for the person. Care records included detailed descriptions of how people communicated; including where they used any communication aids or systems. Staff told us there was a very good culture and supportive teamwork. Records included assessments of people’s capacity, and best interest decisions where required.

Staff spoke about people respectfully and with fondness. There was a culture of gentle encouragement and staff spoke with pride about people’s achievements and abilities. Staff valued and respected people’s individuality and treated people with respect. Staff told us they enjoyed working at the home. The registered manager was open and approachable. They led by example to make sure care and support provided was inclusive and empowering. Staff felt supported and all said they would be able to speak up about any concerns.

There was a system in place for responding to any concerns or complaints. The environment was arranged to give people opportunities to spend time with other people who lived at the home, but also to have privacy when they wanted it.

The provider and registered manager had good oversight and knowledge of the service. There was a range of quality monitoring and auditing in place.