Oak Support

This was the service’s first assessment since they registered with CQC in 2022. A comprehensive assessment was undertook looking at all quality statements under the 5 key questions.

Oak Support is registered to support people with a learning disability and autistic people. At the time of the assessment, the service was not used by anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

Systems and processes enabled safe care delivery, and there was a clear commitment to maintaining and improving standards. People were protected from avoidable harm. Risk assessments were thorough, personalised and regularly reviewed. Staff understood how to raise safeguarding concerns. Care was delivered by staff recruited safely, and training records showed they had completed required training relevant to their roles. Staff used personal protective equipment appropriately, and spot checks confirmed safe infection prevention and control practice.

People’s needs were assessed before care began, and the registered manager worked collaboratively with the person to develop a detailed care plan. The registered manager’s clinical knowledge contributed to the delivery of safe, informed care, and staff received ongoing guidance. People were involved in decisions about their care and confirmed staff always sought their consent.

Staff were caring and treated the person with dignity and respect. The person valued the consistent care team and commented positively about the kindness and understanding staff showed. Staff were attentive to personal preferences in how care and support was provided.

Care plans were personalised, flexible and updated in response to changes in the person’s needs. Staff adapted support quickly when the person became unwell, including providing live‑in care where necessary. The provider encouraged feedback, acted on concerns, and managed complaints appropriately.

The registered manager promoted an open and supportive culture and maintained clear oversight of care quality through spot checks, audits, reviews and regular communication with staff and the person. Staff described leadership as approachable and inclusive. Governance arrangements were effective, and the provider demonstrated an ongoing commitment to learning, improvement and developing the service further.