Oaklands Court Nursing Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People and relatives told us they were able to share their views about the service and on the individual care and support provided. Relatives told us that communication is good and that they are included and involved in decisions when necessary. Care plans were personalised and promoted person centred care. People were encouraged and supported to live a varied and active life that they enjoyed. Interests and social interaction were given a high priority. The staff and environment supported equality in access and outcomes.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People reflected on the individual way they were treated. For example, ‘I like to have a wash before breakfast, so they make sure that happens and often I am the last one to go to bed at night, around 10 o’clock otherwise it is too early for me when I am not that comfy in the bed’. Relatives were positive about the personal approach of staff. One told us, ‘They have adapted to his needs really well, from when he first came in, he was more unwell than now, he was looked after very well, and they have adjusted the care accordingly. He has flexibility over what time he gets up and goes to bed.

Staff responded to people as individuals and worked with each other to promote this individuality. Both care and activity staff had an approach that supported personalised care. One staff member told us, ‘We have one person who likes to have crisps and cakes at night.’ A visiting professional told us, ‘Staff treat people as individuals.’

The Short Observational Framework for Inspection (SOFI) showed us that staff attended to people individually. Staff interacted with people taking account of who they were and their background. Care documentation completed supported the full assessment of people’s needs.

People told us they had their health and care needs well attended to. One person said, ‘They have sorted out treatment for my cataracts and have been to the dentist.’ I am involved in discussions about my care’. Relatives were confident that staff responded to health care needs. When one relative was asked if you were involved in planning care, they said, ‘Yes, very much, I am part of the team. I said to them best way to help her with care is to make it fun, so that is what they do. I suggested to the nurse they get a full set of bloods done when she first came in here, so they had a baseline. They spoke to the GP, and it was agreed, and done.’

Staff told us how they worked with other services to support the care provided. They worked closely with the local GP who completed a weekly consultation facility and contact at the weekends to pick up on any emerging concern.

A visiting professional was positive and reflected how the staff sought advice when needed and were using The Enhanced Health in Care Homes (EHCH) framework effectively, a strategy to improve health and well-being for people in care homes. They also told us they had implemented a system that gave early warning signs for signs of deterioration in people’s health to prevent re-admission to hospital.

Care records showed detailed information on care, health and medical needs, and timely referrals to other health services when required. This supported integrated care and included referrals to the tissue viability team for advice on wound care.

People and their relatives told us they were involved in their care and had information on what was happening in the service. People were provided with information on the service provision within leaflets and any activity or entertainment in the service. This information was provided in formats that people could read easily, and staff were always proactive in sharing information with people. Relatives told us that they felt involved and well informed about the care and support provided to people. One relative described how they felt they were part of the team looking after their relative and was always kept up to date. One person said, ‘They keep us informed and we come for as long as we like, when we like.’ Another said, ‘We can phone all hours, and they don’t mind.’

Staff told us how they used different methods of communication. This included giving people plenty of time to hear and to understand what was being said. They also recognised the importance of non-verbal communication. Staff were seen to communicate well with people often getting close to people to ensure they had people’s attention and could be seen and heard clearly.

The communication needs of people were assessed and recorded within individual communication care plans. These included specific information on how people’s communication needs could be met and what aided their communication. For example, the use of spectacles or hearing aids. Information was stored securely and access was restricted with passcodes and log ins to ensure only the correct staff could view sensitive information, for example confidential care records.

People and their relatives told us they were listened to and involved in what happened in the service. They said if they raised a concern it was dealt with immediately and their views were taken into account. Comments made included, ‘The bed was too short and that was all sorted and now the right length.’ ‘There is nothing to complain about, there are really caring, consistent staff, new manager incredible, I get regular communications. We are kept in touch with and also feel much more listened to here than previous home’. ‘Really lovely feeling about this home from the beginning, literally can’t fault it’ ‘They do have residents’ meetings which I have attended, and they do listen to you.’

Staff understood the importance of listening to people and responding to any concerns quickly. The registered manager and the nurses spent time with people listening to any feedback and addressing concerns as they emerged. This was supported by a relatives comment, ‘There were some concerns at first but his response to his illness was not typical, they persevered and nothing is too much trouble for them.’

The service had a complaints procedure and process. There was a system to record and respond to any complaint raised. The registered manager was committed to resolving any complaint with the best outcome for people.

People and relatives told us they were able to access health care services as needed and other facilities within the community of their own choice. For example, people told us they had the hairdresser of their choice. ‘Every week I go to the hairdressers, in fact, it is the same one I went to when I lived in Heathfield.’ Oaklands Court nursing home had disabled access throughout with the use of a passenger lift and people were free and encouraged to move around the service and its garden and spend time where they wanted to. One person said, ‘They are good at getting you moving!, we normally go out to the Cuckoo Trail, we are encouraged to be independent. They help you to get up if you need it and encourage you, when you could easily just snuggle down under a warm blanket and not bother!’

Relatives were complimentary about staff ensuring quick and effective access to health care professionals. One told us, ‘The nurses have been angels and have battled with the GP and the hospice to get him the meds. A staff member has even been out to pick up his prescription herself. They have had everyone in to support, mental health team, SaLT for oral care. Everyone here is just marvellous, all really attentive.’

A visiting professional told us people’s access to specific health professionals was their individual choice and respected. ‘People can absolutely choose who they have as their chiropodist, they can use whoever they want.’

There were systems in place to ensure that people received the care and treatment they needed in a timely way. Records showed that referrals had been made promptly when specialist advice was needed. Staff described a recent referral to the Parkinson’s nurse when somebody was having difficulty swallowing the Parkinson’s tablets.

People were treated with respect that took account of the equality act and people’s protected characteristics. People’s cultural needs and every day preferences were also taken in to account and peoples past lives and interests were respected. For example, people’s rooms reflected people’s background. One person had a number of certificates displayed that were important to them. People spent their time how they chose, and there was designated staff to engage with people and promote social and emotional well being. People told us, they enjoyed the activities and entertainment in the service and always had plenty to do. One person said, ‘I have my own projects I am working on. I love warships and naval history.’ Their room was full of their books and wall charts. It was clear that staff supported and encouraged him to carry on with their interests. Relatives were welcomed as guests and there was a real community feel to the service. A new visitor said, ‘I was asked if I wanted a cup of tea from a staff member and they were very quick to bring it, my first time here but all seems very good.’ A volunteer said, ‘Everyone here makes you feel very welcome, such a lovely place to be. I would definitely live here. I might come in for some respite when I have my knee replacement.’

Staff made a real effort to maintain people’s level of well being and good outcomes and experiences for them. We overhead staff discussing what activity and entertainment people would want. A person said they wanted audio books the staff member asked what sort of books discussed the authors they liked and confirmed they would go the next day to the library to get them.

Staff undertook training on equality and diversity and they explained how they treated people equally, without discrimination and respected their individual needs, including any religious or cultural needs. One told us, ‘We support diversity by accepting all partners for residents and staff without hesitation.’ People’s care plans contained information about their wishes in relation to how their social, cultural and spiritual needs were to be met. This included care plans around preferences, emotional support and daily lifestyle.

Relatives were very positive about the care provided to people at the end of their lives. They were also complimentary about the support provided to family members. ‘They keep us informed and we come for as long as we like, when we like, they have offered us the bed in the room opposite if we want to have a rest here. We can phone all hours, and they don’t mind. They are patient and kind when he becomes agitated.’

Staff worked with health care professionals to provide a high standard of care to people at the end of their life. Staff told us, ‘We work closely with the hospice team, we appreciate the support they provide.’ Staff discussed the management of pain and were confident with the use of a syringe driver and medicines used to reduce any pain and discomfort. Staff ensured there was a suitable supply of medicines and prescriptions were ready in anticipation and management of people’s increasing symptoms. Staff talked about working with the family and supporting them at this difficult time. They also talked about supporting each other recognising supporting people at the end of their lives was emotional and challenging.

Care plans identified people's preferences at the end of their life and the staff prided themselves on providing palliative care to a high standard. People were admitted directly to the service for end of life care. Care plans contained information and guidance on peoples' religious and resuscitation wishes. ReSPECT forms (Recommended Summary Plan for Emergency Care and Treatment) were used to record clearly personal wishes and ensured people and their relatives when appropriate were involved.