Oak Way House

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

As part of this assessment, we looked at 1 quality statement for the key question of responsive. This was equity in experiences and outcomes. People were involved in planning and making shared decisions about their care and treatment, so it was centred around them and their needs. Staff encouraged people to give their views and understand their rights, including their rights to equality and their human rights.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People received person centred care that was responsive to their needs. One person told us how they had wanted to improve their mobility and staff had supported them to do this. They told us, “I haven’t had a fall for a long time now.” The provider encouraged people to share their views about the service. There were regular tenants meetings and satisfaction surveys were sent out for people to complete and give their views, to ensure continuous improvement at the service. For example, the latest surveys showed dissatisfaction with the lunch club. The provider made changes following the surveys results. These included opening up both dining areas to give people more of a choice of where to sit, new units and hot plates were added to the kitchen areas and menus were changed. Two people said they would like to see a suggestion box which they thought would be helpful and we fed this back to the registered manager.

The registered manager informed us, "We always complete regular reviews of people’s care and we also have information in our newsletters. We send out surveys and have regular tenants meetings so there are various ways people can give feedback." Staff told us they talked with people all the time about their care and the service. One staff member said, "We have conversations all the time when we are supporting people. If they were not happy with something we wouldn't wait until a survey or meeting. We would look at how we can change things straight away."

Engaging with people and finding out their views took place in several different ways. People were asked to provide feedback via satisfaction surveys which we looked at and saw very positive feedback. Where dissatisfaction was expressed we saw that actions had been taken to address the issues. Records confirmed there were regular reviews of people's care where they were asked to have their say about the quality of their care. There were informal coffee mornings twice a week which gave people an opportunity to raise any concerns or ideas and there were regular formal tenants meetings which was another forum where people could provide feedback. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.