Oaktree Court

People received exceptionally personalised and responsive care. The attention to people's individual wishes and needs showed the service had developed a highly person-centred approach. The provider's ethos was to provide opportunities for people to live life to the full, and this was evident during the inspection. People were supported to pursue their hobbies and explore new experiences. People had a varied and interesting programme of activities, ensuring they were meaningfully occupied and stimulated. People living with dementia were supported in an environment which was dementia friendly, interactive and safe and secure without limiting their freedom. The provider used best practice research when developing the environment and activities.

People were at the centre of planning their care. They confirmed routines were flexible and they were free to choose how they spent their time. End of life care plans were in place and the service worked with other agencies to meet people's needs at the end of their lives.

Risks relating to people's individual needs and the environment were identified and planned for. Staff understood how to keep people safe and knew how to respond if any concerns were raised about people's well-being or safety. There were enough staff on duty to meet people's needs. Staff were recruited in a safe way to protect people. The service was clean throughout and staff took precautions to minimise the risk of infection. Accidents and incidents were investigated and reviewed to mitigate further occurrences. Medicines were managed in a safe way.

People's needs were assessed before they moved to the service to ensure those needs could be met. Staff received training and supervision to support them in carrying out their role effectively. The design and layout of the building was suitable for the people using it. People enjoyed the food and mealtimes were sociable occasions. The service worked with other agencies and professionals to support people's health care needs.

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.

Staff were kind and caring and treated people with respect. Staff had a good understanding of how to promote people's privacy, dignity and independence. The provider sought to meet people's needs in relation to equality and diversity.

The registered manager and deputy manager had made significant improvements at the service. Feedback from professionals was positive about their leadership. They confirmed the management team worked in a transparent and open way and were focused on continual improvement and active working partnerships that met people's needs. The service worked with other professionals and agencies ensure people's needs were met and to help develop best practice.

Quality assurance and monitoring systems were in place to help drive improvements at the service. People knew how to raise concerns and felt confident the management team would address and rectify any problems.