Oakview Residential Care Home

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. However, effective records in this area were not always being maintained and we have made a recommendation about this.

People's needs were assessed and reviewed, with care plans in place to guide staff on how to support people. Staff felt well supported and completed a wide variety of training. Staff worked closely with other health care services to ensure people's needs were met and appropriate referrals to external services were made.

People told us staff were very kind and caring. We observed staff knew people well and there were positive relationships. People were encouraged to remain independent. and staff respected people's privacy and decisions. People and their relatives felt involved in decision making.

People felt they had choice and control over their care and that care provided was personalised to their needs. People's communication needs were assessed, and measures implemented to ensure people could access the information they needed. Staff supported people to engage in activities within the service and took people out into the local community. People and families felt able to raise concerns and confident these would be addressed. Relatives who had family who had received end of life care at the service spoke highly of the care given.

People and families spoke highly of the management team and staff. There were various ways in which people were supported to feedback about the service and any information was used to improve care. The management team understood the duty of candour and worked closely with other services to ensure people's needs were met.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk