CQC report explained · a nursing home
What the CQC found at West Oak
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors were assured that the home used PPE effectively, provided testing, maintained hygiene and social distancing, and had arrangements to prevent and manage infection outbreaks.
- Effective?
- Good
- Does the care work? Training, consent, food and drink, working with GPs and nurses.
- Caring?
- Good
- Are people treated with kindness and dignity?
- Responsive?
- Outstanding
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Outstanding
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, February 2021
West Oaks was inspected but not rated; inspectors found strong COVID-19 infection control arrangements.
This was a targeted, announced inspection on 28 January 2021. It looked at infection prevention and control during the coronavirus pandemic, rather than assessing all aspects of the home.
Inspectors were assured that the home used personal protective equipment safely, arranged testing, kept the building clean, and followed shielding and social distancing rules. They also found systems to isolate people with COVID-19 and manage possible outbreaks.
The home had a separate visitor hub and supported contact with family and friends by telephone and the internet. Staff had pandemic safety training, and many could work across different departments to cover absences.
The service was inspected but not rated. This means the report does not give a quality rating for the home or a formal rating for Safe.
COVID-19 protection
The home had supplies of PPE, regular testing and systems to isolate people with COVID-19. Inspectors were assured that infection outbreaks could be prevented or managed.
“Systems were in place to isolate people with COVID-19 to minimise transmission.” from the report
Clean and organised environment
The building was clean and free from clutter. Its layout helped people remain socially distanced.
“Staff had received update training on how to keep people safe during the COVID-19 pandemic and staff and residents were regularly tested for COVID-19.” from the report
Contact with families
A separate visitor hub reduced the risk of infection spreading into the home. People were also supported to keep in touch by phone and online.
“A visitor's hub had been created for people to meet with family and friends.” from the report
Cover for absent staff
Many staff were trained to work in more than one department, helping the home cover other roles when colleagues were absent.
“Many of the staff were trained to work across more than one department, which meant they were able to cover other roles when colleagues were absent.” from the report
Inspectors raised no specific concerns in this report.
- 01What infection prevention and control arrangements are in place now?
- 02How are visitors currently tested, protected and kept separate from the home?
- 03How would you isolate someone if they developed COVID-19 or another infection?
- 04How often are residents and staff tested, and what happens after a positive result?
- 05How would the home cover staffing if several staff were absent?
This was a targeted inspection of infection prevention and control as part of the coronavirus response; the home was inspected but not rated and the report does not assess all five areas of care. This explanation was written from the published report of 13 February 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, December 2018
West Oaks was rated Outstanding overall; inspectors found especially responsive, person-centred care and strong leadership, with a few records and signage needing attention.
This was an unannounced inspection on 30 and 31 October 2018. One inspector spoke with people, relatives, staff and visiting professionals. They also looked at care plans, health records, medicines, recruitment files, complaints, audits and the home itself.
The home was rated Good for safe, effective and caring services. Inspectors found enough staff, safe medicines, suitable training, good links with health professionals, and kind care that respected people's privacy, dignity and choices.
Responsive and well-led services were rated Outstanding. Inspectors found highly individual care, creative activities, quick responses to changing needs, strong family involvement and very effective management. The overall rating improved from Good in March 2016 because these two areas had improved to Outstanding.
Personalised care
Staff adapted support to people's interests, abilities and changing needs. Examples included bringing a garden view to someone who was bed-bound and helping someone keep in touch with distant relatives through technology.
“The service provided an individualised and creative approach to people's care and support needs, which enhanced people's quality of life.” from the report
Family involvement
Relatives were invited to reviews, meetings, activities and celebrations. The home also supported planned visits home when this helped someone feel less anxious.
“The service made particular efforts to involve families (where agreed by people) in the operations and activities related to the home.” from the report
Kind and respectful staff
Inspectors found a committed staff team that knew people well and supported privacy, dignity, independence and choice.
“People were provided with support and care in a sensitive and compassionate way, by a committed and consistently caring staff team.” from the report
Responsive health support
The home contacted health professionals promptly and followed their advice. Visiting professionals spoke very positively about the service's response to changing health needs.
“Visiting professionals reported that the service was exceptional in responding to people's changing health needs.” from the report
Strong management and improvement
The management team was visible and approachable. It used audits, meetings and feedback from people, relatives, staff and professionals to improve the home.
“Continued, exceptional governance of the service benefitted people who lived at West Oaks as it ensured the quality of care was maintained and enhanced to meet peoples' changing needs.” from the report
Care plans did not always record diversity
needs fixingOn the first day, some care plans did not fully record people's cultural or other diversity-related preferences, even though staff knew how to meet these needs. The records were amended by the second day and meetings were arranged to discuss the information.
“However, we found on day one of the inspection, that the care plans did not always reflect these details.” from the report
Dementia-friendly signs were incomplete
minorSome dementia-friendly signs were in place, but they were not used throughout the dementia floor or on the first floor. The manager had asked senior management for a review and further dementia training.
“However, this was not in place throughout the dementia floor, or on the first floor, where people were not necessarily living with dementia, but may have the onset.” from the report
Training was mainly online
minorStaff said the e-learning provided the required information, but they felt more interactive training would improve understanding.
“Staff did however, raise that most training was now through e-learning.” from the report
- 01How will you make sure cultural, religious and other personal preferences are fully recorded in each person's care plan?
- 02What dementia-friendly signs are now in place across both floors?
- 03How much staff training is delivered interactively rather than through e-learning?
- 04How are staffing levels reviewed when people's needs change?
- 05How are families involved in care reviews and decisions about changing needs?
This was an unannounced inspection covering all five CQC questions, with observations, conversations and checks of care, staffing, medicines, complaints and governance records. This explanation was written from the published report of 8 December 2018 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of West Oak
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- February 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- December 2018Outstandingup from GoodSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- April 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2014
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 15 February 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
78 live-in carers within about an hour of Wokingham
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £1,020 to £1,260 a week. 71 can care for a couple. 12 years' experience on average.
“I can truly say that Peter always put Dad at the centre of everything and I know that they found a great friendship in difficult times.”
“Not only has she looked after him beautifully, she has also been great company for him with lively conversation, kindness and humour.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.