What the CQC found at Silver Oaks Residential Care Home

People described staff as kind and gentle. Inspectors saw staff communicate patiently, protect privacy and support people at their own pace.

“The staff are all lovely here, not a bad one amongst them. They are kind and gentle.” from the report

Care plans included people's life histories, interests and communication preferences. Staff used these details to provide individual support.

“Care plans were written in a very person-centred style.” from the report

People did not have to wait long for help. Staffing levels were described as usual, and staff were familiar with people's needs.

“Staff responded to cover planned and un-planned absence which meant people received care from a consistent group of staff who were familiar with their needs.” from the report

People were offered food based on their choices and received support with eating and drinking when needed. The home worked with health professionals to meet changing health needs.

“This resulted in a positive dining experience for people.” from the report

Managers were visible and involved in daily care. The home collected views through meetings, surveys and a comments book, and used them to make changes.

“The provider had systems in place to monitor, assess and improve the service.” from the report

Two people received medicines hidden in food or drink. Although approvals were in place, the instructions did not say which foods or drinks could safely be used.

“Although authorisations from an appropriate health professional were in place, these did not provide staff with the guidance they needed to administer the medicines safely.” from the report

Medicine storage temperatures were within recommended limits, but staff had not recorded checks every day.

“there were gaps in recordings which meant temperatures were not checked daily.” from the report

Inspectors recommended checking a small uneven area on the first-floor landing and near the staircase to make sure it was safe.

“We recommended the provider review a small area of uneven flooring on the first floor landing and access to the staircase from the first floor to ensure these areas were safe for people using the service.” from the report

The safeguarding policy was available, but it did not give contact details for relevant local agencies outside the home.

“However, it did not include contact details of relevant local agencies to support people to raise concerns outside the service.” from the report