The Oaks Care Home

The Oaks Care Home offers accommodation, personal, and nursing care for up to 61 residents, including those living with dementia or requiring end-of-life care. This report details the findings of a CQC inspection conducted in late 2022. While residents generally feel safe and supported, the inspection identified areas requiring improvement in the home's overall operations and safety practices, leading to a change in the overall rating from "Good" to "Requires Improvement." The provider has responded promptly to the findings, initiating audits and action plans.

Regarding safety, while residents reported feeling safe and knew who to approach with concerns, improvements are needed in medicine management to prevent errors and ensure timely administration. Issues were noted with ordering, storage, and record-keeping, leading to some residents missing prescribed medications. Infection control processes also require attention, as some areas and equipment were found to be unclean, and staff were reminded to use personal protective equipment correctly. Feedback on staffing levels was mixed, with some residents and relatives noting that staff sometimes lacked time to spend with individuals, although recruitment processes are safe.

In terms of effective care, residents are supported to have maximum choice and control over their lives, with staff acting in their best interests. However, the report highlights that if staffing levels are not consistently maintained, this could impact residents' choices and their ability to participate in activities.

When it comes to caring practices, many residents and their relatives expressed positive experiences with the fundamental nursing care and the compassion shown by staff. Residents feel safe and well-looked after, and relatives trust the nursing and care teams. Staff have received training on recognising and reporting abuse and are understood to apply this knowledge.

Concerning responsiveness, the home aims to support residents in the least restrictive way possible, and policies reflect this. However, there were some differing views on visiting times, with a desire from some relatives to visit outside the encouraged hours of 11 am to 4 pm, which the manager is addressing. The provider is also exploring a "family portal" to improve communication and access to care records for relatives.

In terms of leadership, the inspection found that management and governance systems were not robust enough to consistently identify and address shortfalls. While a new manager is in place and applying for registration, improvements are needed in the oversight of medicine management and infection control processes, as some issues identified were recurring from previous inspections. Communication with relatives was also highlighted as an area for improvement, although the provider has a clear vision and is implementing initiatives to enhance resident outcomes.