What the CQC found at Oakleigh Lodge

Staff were patient, compassionate and attentive. They protected people's privacy and dignity and adapted how they communicated.

“People received kind and compassionate care from staff who used positive, respectful language which people responded well to.” from the report

Inspectors found that medicines were stored, administered and recorded appropriately. Staff explained medicines calmly and respectfully.

“People were supported by staff who followed systems and processes to administer, record, and store medicines safely.” from the report

Staff understood how people communicated, including through body language and other non-verbal methods. People were given time to make choices.

“Staff took the time to understand people's individual communication styles and develop a rapport with them.” from the report

People enjoyed sensory activities, the sensory room and time in the garden. The home also had safe areas to support movement and relaxation.

“There was a sensory room which we observed people enjoyed spending time in.” from the report

There were regular periods when staffing did not meet people's assessed one-to-one support needs. This reduced people's access to personal care and community activities.

“The provider did not always have enough staff on shift to meet people's assessed care needs.” from the report

Not all staff had specialist training for learning disability, autism or complex physical needs. The provider could not always confirm the training and experience of agency staff.

“Staff had not received specialist training, at a level appropriate to their role, to support people who have a learning disability and autistic people, or people who have complex physical disabilities.” from the report

The laundry room was unclean, cluttered and in poor condition. A communal bathroom also created a risk of cross-contamination, although toiletries were moved during the inspection.

“The laundry room of the care home was unclean, cluttered, and in poor condition.” from the report

Care plans were not always reviewed with people or their relatives. Limited staffing meant people did not always take part in activities and community opportunities important to them.

“The provider failed to ensure people received care and treatment with a view to achieving service user's individual preferences and ensuring their needs are met.” from the report

Food guidance contained conflicting information about safe portion sizes. Two people had unexpectedly lost weight and no action had been taken at the time.

“Although still at a healthy weight, two people had unexpectedly lost weight over the course of previous months and no action had been taken.” from the report

The provider's audits had not identified problems with hygiene, care plans and staff training. Important information from the previous registered manager had not reached the provider.

“The provider failed to have effective systems or processes in place to assess, monitor and improve the quality and safety of the services provided, including the quality of the experience of service users in receiving those services.” from the report