Oaks Care Holdings LTD

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 service met people’s needs. This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery. People received person-centred care and had equal opportunities to access external support when required. Staff knew people’s needs well and provided care in line with these.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Care plans were detailed and covered a wide range of aspects of a person’s needs. However, we found the care notes staff recorded for people were task orientated. There was lack of information on the person’s presentation in the notes. We also found one person had no specific guidance in relation to their health condition. We spoke with the registered manager about this who said they would address these shortfalls. We found people received person-centred care. Staff knew people well and this was confirmed by relatives we spoke with. Staff told us people’s care plans contained sufficient information to enable them to know what care a person needed as well as detail about the person’s life history which helped to instigate conversations. A relative said, “He (staff member) chats to [person’s name] and he does what is expected. They know him and once they got into how he likes his care they’ve provided it.” The registered manager told us, “We plan to have a care plan established within 48 hours. One person’s care started immediately, but I had the carer with me, so that meant he had that knowledge and was able to see what was needed and also see around the house, etc.” A staff member said, “The care plans are good and there is always a hard copy in the person’s house. They have good history in them and I try to listen to people too.”

The registered manager ensured people did not go without their care provision as no one had experienced any missed calls. People also received continuity as the same staff provided the care calls to people. This helped people and staff to get to know each other well. A relative told us, “We always get the same one (carer). He has got to know him well and he is always on time.”

People were provided with information. Each person was provided with a pack when commencing with the service. This gave them all of the information they needed about Oaks Care Holdings Ltd. The registered manager also told us staff had cue cards available to use should a person require alternative ways to help them understand something. They also said, “Sometimes I will send an email, but then I will take a copy in paper format when going to someone’s house just to make sure they have seen it.”

The registered manager kept a log of any complaints or concerns received, although they told us, “We have not had a single one since we started. I take feedback from clients in real time as much as possible. I do feedback sessions with clients and talk about how staff are doing.” A relative said, “[Registered manager] checks in with me every 3 months or so to see if we are still happy with the care. I would feel comfortable raising a concern.”

Staff made sure that people could access the care, support and treatment they needed when they needed it. People were referred to external professionals when appropriate and they were provided with care packages that were flexible and accommodating to people’s individual needs.

Staff were given information about people to help ensure they tailored the care they provided. The registered manager said, “We work with families to ensure we get things right. We make sure we are fully cited on the medical history of the person and we ensure that the client can make their own choices.”

The service did not currently provide end of life care to anyone. The registered manager told us, “Staff would do training if we took on an end-of-life care package so they would understand what was needed.” Despite this, we would expect to see end of life wishes recorded or, at the least, evidence that the registered manager had given people the opportunity to discuss these.