Oakley Lodge Care Home (57)

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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained Good: This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they

decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s bedrooms were personalised, however we did find hospital style beds in use and

people had not been consulted if this was their preference. In response to our observations, the

provider told us they would meet with people and their families and support people to purchase

new beds if this was their preference. A relative said, “in [person’s] bedroom they have

everything they want”, another relative said, “[Person’s] room is their own personal space and

they can have it how they want.”

The provider understood the diverse health and care needs of people and their local

communities, so care was joined-up, flexible and supported choice and continuity. The

registered manager was passionate about people living everyday lives. They recognised

people’s relatives also may require support to enable them to maintain relationships. The

registered manager regularly picked up a relative themselves so they could continue to visit their

loved one.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, communication care plans outlined people preferred communication methods. Easy read documents and pictures were in use to support people to make choices.

The provider made it easy for people to share feedback and ideas, or raise complaints about

their care, treatment and support. Staff involved people in decisions about their care and told

them what had changed as a result. Relatives told us, “They like feedback and they will try to do

anything we ask to help”, and “They always say ‘tell us if there is a problem and we will help’.”

The service made sure that people could access the care, support and treatment they needed

when they needed it. For example, the service had been adapted to meet people’s mobility

needs with walk in showers, ramps, handrails and a stair lift.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider had a clear goal to promote independence and enable people to experience positive outcomes. For example, slowly engaging one person to spend more time outside, introducing them to increasingly busy social environments to enable them to engage with others. This had led to the person, who previously was unable to manage large social gatherings, being able to attend a large family event.

People were supported to plan for important life changes, so they could have enough time to

make informed decisions about their future, including at the end of their life. The service worked

with people to plan for the future and had discussions about people’s wishes when they reached

the end of their lives. They also worked with people to develop life skills to promote

independence or enable them to engage with more social activities.