Oaktree Care Home

We assessed all the quality statements within the key question of safe.

People told us they felt safe living at the service, and they appeared comfortable in the company of staff. Systems were in place to ensure staff acted when necessary to ensure people were protected from abuse and neglect. People, relatives and staff felt able to raise concerns or report incidents and the management team investigated these and took actions to keep people safe.

The staff team and managers knew people well and demonstrated an understanding of the risks individuals could face. These were documented in care records, and assessments and care plans were up to date, clear and person centred.

People and their relatives spoke positively about the staff team. The numbers and mix of staff matched the needs of people using the service. Staff were safely recruited and received supervision and training to ensure they had the skills to keep people safe.

Staff supported people safely with their medicines in the way individuals preferred. Medicines were well organised and regularly monitored. People’s health and wellbeing needs were met, and staff received support from other health and social care professionals when necessary.

Improvements had been made to the environment, décor, equipment and infection control risks. The service had effective infection prevention and control measures. Some ongoing maintenance was required, but a plan of repairs and decoration was in place. The environment was safe and met people’s needs. Significant changes had been made in the unit which supported people who were living with dementia. This was now welcoming, stimulating and met people’s needs.

We assessed all the quality statements in the effective key question.

People received care that was based on their needs and preferences. Staff knew people well and we saw them supporting people in ways which reflected their assessed needs. Information was recorded in care plans which were personalised and up to date. People’s needs were monitored using recognised tools and regular reviews.

People and their relatives confirmed the care and treatment they received was based on their individual needs. Some people told us they would like changes to aspects of their care. We told managers about this, and needs were promptly reviewed, and changes made.

People’s capacity was assessed and any limits on them were for safety reasons and only restricted people when necessary. Staff gave people time and respected their preferences and choices.

Staff promoted health and wellbeing by providing healthy meal choices and encouraging people with activity and exercise. Activities were varied and were available on a group and individual basis. Visiting professionals told us staff worked in partnership with them and had the best interests of people at heart.

Changes to people’s needs were promptly identified and action taken when necessary. Staff could make referrals quickly to health professionals who knew people well. This helped ensure people’s needs were clear and provided continuity of care.

We assessed all the quality statements within the responsive key question.

People received continuity of care from a core staff team who knew them well. This helped staff to get to know people and understand how best to meet their needs and provide care in the way they preferred. We saw staff using different means of communicating to offer choices and give people time to respond.

Staff told us enjoyed working at the service and several had been there for many years. They worked closely with other professionals to make sure all people’s needs were met. Effective communication helped staff. For example, regular handovers, staff meetings and electronic records.

People were given information about the service and their care in different ways depending on their needs. This included written, verbal and demonstrated information. Training and communication care plans helped staff get to know people’s needs.

People were able to give feedback about the service in different ways. This included questionnaires, meetings and directly to staff. People and their relatives said they felt included and listened to and would be confident to raise concerns or give feedback where needed. We were assured that complaints were investigated and resolved.

The service had been adapted to best meet people’s individual needs. Staff aimed to remove barriers where these could prevent people accessing care or support.

The activities which people were encouraged to participate in reflected a wide range of interests and needs. Some people told us they would like different activities, and the management team took immediate action to review this.

Staff were aware of people’s wishes about important life changes and empowered people where possible. One person was exploring moving to more independent living. Another person was receiving end of life care. Staff were supporting the people and their families in the ways they wished.

We assessed all the quality statements in this key question.

People, their relatives and staff gave positive feedback about the culture and leadership of the home. Managers were visible, and staff found them approachable. Staff and leaders were committed, compassionate and caring and they worked together to provide a good service to the people who lived at Oaktree Care Home.

The provider had effective systems and processes to ensure they service was regularly monitored and audited. Daily, weekly and monthly checks were carried out. These helped track where improvements had been made or were still required. Where shortfalls were found, action plans were developed, and improvements made within specified timescales. Managers were open to ongoing learning and improvement.

Action had been taken since our last inspection to make improvements which benefited people. Staff felt confident to speak up to make suggestions or raise concerns. Staff we spoke with told us equality and diversity was respected and celebrated. Managers were keen to ensure everyone felt welcome and valued in the organisation.

There was effective communication throughout the service, and a range of meetings and systems helped ensure staff remained up to date.

We received positive feedback from health and social care professionals. Staff had well established links and made referrals to other services to ensure people’s health and wellbeing needs were met.