What the CQC found at The Oaks Residential Home

People told inspectors they felt safe. Staff understood how to recognise and report possible abuse, and there were systems for managing risks.

“People lived in a service where there were systems in place to minimise the risk of them coming to harm.” from the report

Inspectors saw staff responding patiently and reassuringly. People were treated as individuals and their privacy, dignity and preferred choices were respected.

“We observed staff were kind and patient with people and people responded positively to the staff supporting them.” from the report

Staff monitored health needs, sought professional help when needed and had improved their approach to preventing and managing pressure ulcers since the previous inspection.

“Following this they had implemented a new system to increase staff awareness of the risks and prevention and management of pressure ulcers.” from the report

Care plans included people's preferences, history and support needs. A short care-plan summary helped staff quickly understand how to support each person.

“Care plans were written in a person centred way, giving detail about individual needs and preferences and tailored to the individual they were written for.” from the report

People could take part in activities, follow interests and make suggestions about menus and activities. Families were welcomed and invited to shared events.

“The management team and staff had developed a new incentive to encourage relatives and friends of people who used the service to get involved.” from the report

The manager and provider used audits, feedback and action plans to check safety and quality and identify improvements.

“People could be confident that the quality of the service would be monitored.” from the report

One person at high risk of weight loss was meant to be weighed weekly, but this did not happen in some weeks. Inspectors found no impact because the person's weight had stayed stable, and the manager addressed it.

“We saw there were some weeks where the person had not been weighed, however there had been no impact as the person's weight had remained stable.” from the report

People moving from hospital to the short-term unit did not always have a care plan prepared quickly. Inspectors also found that more could be done to help people regain independence before returning home.

“A care plan which gave staff details about their needs, likes and preferences was not always set up in a timely way.” from the report

The home offered activities, but inspectors found that less time was spent learning about hobbies and interests in one unit. The manager said person-centred activities would be extended there.

“Activities were offered to people in the unit but not as much time was spent getting to know their hobbies and interests.” from the report

Inspectors discussed the lack of signs to help people living with dementia find their way around after the refurbishment. The manager said this had already been identified and was being considered.

“We discussed with the registered manager the lack of signage which would support people who lived with a dementia related illness to orientate themselves.” from the report