The Oaks is a care home. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The Oaks is a 26 bed service providing accommodation and nursing care for older people, including those living with dementia. The service is accessible for people with mobility difficulties and has specialist equipment to support those that need it. For example, hoists and adapted baths are available.

At the last inspection on 8 and 12 October 2015 the service was rated ‘Good’. At this inspection on 6 and 7 December 2017, we found the service remained ‘Good’.

The home had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the home. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the legal requirements in the Health and Social Care Act 2008 and the associated regulations on how the home is run.

People continued to receive safe care. Risks were identified and actions were taken to minimise these risks to support people as safely as possible. Systems were in place to ensure medicines were administered safely and when needed. There were enough staff on duty to support people.

People continued to be supported by experienced staff who received training and support to enable them to continue to provide an effective service. People’s nutritional needs were met. The staff team worked closely with other professionals to ensure that people remained as healthy as possible and received the healthcare they needed. Staff provided caring support to people at the end of their life and to their families. This was in conjunction with the GP and the local hospice.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice, for example policies on the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards . People continued to receive care and support that was responsive to their needs.

People continued to be supported by kind, caring staff who treated them with respect. Their privacy and dignity were maintained. Staff knew how to keep people safe. We saw that staff supported people patiently and encouraged them to do things for themselves. Staff were attentive and supportive. They engaged with people and chatted and laughed with them throughout the day.

Management systems ensured the service continued to be well led. The management team monitored the quality of service provided to ensure that people received safe and effective care and support that met their needs.

People were involved in decisions about their care and about what happened in the service. They were able to provide feedback on the running of the service and this was acted on. Arrangements were in place to meet people's social and recreational needs.

The provider’s recruitment process ensured that staff were suitable to work with people who needed support.

Systems were in place to ensure that equipment was safe to use and fit for purpose. People lived in a clean, safe environment that was suitable for their needs.

Further information is in the detailed findings below.

People expressed their views and were involved in making decisions about their care and treatment. People told us that they were treated with dignity and respect and that they were able to make choices over their daily lives. One person said "I picked my room out and they told me I could put my own pictures on the wall." People's dignity and privacy was respected. People told us that they were happy with the care they received and that the service was meeting their care needs. Comments included "I get along quite well here" and a relative said "I'm very pleased that I brought (my relative) here, the staff are all so caring."

Medicines were safely administered. We saw that medicines were handled appropriately, kept safely and were safely administered. People told us that staff supported them with their medication.

Staff received appropriate professional development. Staff we spoke with said they received the training that they needed to carry out their duties. One person said "I was given lots of support when I came here. They still do (support me)." People said they knew what to do if they had a complaint. One person said "(the deputy manager) said if I've got any problems or queries I should come and see her and that her door is always open."

People who used the service spoke positively about The Oaks. One person said, “We are looked after and we can’t ask for anything more. We are very grateful. I don’t have any grumbles and am very lucky to be here, as they are all so kind. They are looking after me. The food is wonderful and the staff are lovely.” Another person said, “I have been here three years and it’s a lovely place. They have lovely food and I have nothing to moan about.” A relative spoken to said, “They like to tell me everything and I am always kept informed of what’s going on. Overall, my loved one is so happy and wanted to come here. They look so well, have put on weight since being here and looks great. I can visit anytime I want. I have visited late and have seen that people can go to bed what ever time they want. They are all very accommodating and there isn’t anyone I can’t approach.”

People, who used the service, spoke highly of the staff working at the service. A professional visiting the service said, “All the girls that work here are very courteous to us and the residents.” A person who used the service said, “The staff are lovely. We are well looked after.” Another person said, “The staff are very caring and I have nothing to moan about. They are lovely and are very good. There is always enough staff on and if you want a shower they give you one." A relative spoken to said, "The staff are very kind and they always ask you if you want a drink. I have seen that the manager is very hands on and the staff are all very lovely. They are very tuned in.”

This inspection took place on 8 and 12 October 2015 and was unannounced on 8 October 2015.

We last inspected this service on 1 May 2014. During that inspection we found that the provider was in breach of the regulations that related to care and welfare and also to notifying us of deaths and serious incidents. Care was not delivered in a way that ensured people’s safety and welfare and the required notifications had not been made. The provider sent us an action plan stating the steps they would take to address the issues identified. At this inspection we found that the regulations were now being met. People received safe care that met their needs and the required notifications were being made. The provider had taken appropriate action to ensure that people were safe.

The Oaks is a 26 bed service providing support and accommodation to older people, including people living with dementia. At the time of the inspection, 25 people were living there. It is a large house in a residential area close to public transport and other services. The house has special adaptations to the bath and shower rooms. There is a lift to all the floors. The home is therefore accessible for people with physical disabilities or mobility problems. People live in a clean and safe environment that is suitable for their needs.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

Systems were in place to ensure that people received their prescribed medicines safely and appropriately.

Staffing levels were sufficient to safely and effectively meet people’s needs. People told us that staff were always available to support them and that they did not have to wait for assistance. One person said, “The girls are always coming very quickly”.

People were cared for by staff who had the necessary skills and knowledge to meet their assessed needs, preferences and choices and to provide an effective service.

Staff supported people to make choices about their care and systems were in place to ensure that their human rights were protected and that they were not unlawfully deprived of their liberty.

People told us they felt safe at The Oaks and that they were supported by kind, caring staff who treated them with respect. One person said, “Very safe and very happy with everything here.”

We saw that people’s nutritional needs were met and that if there were concerns about their eating, drinking or weight this was discussed with the GP and support and advice was received from the relevant healthcare professional.

People were happy to talk to the provider and the registered manager and to raise any concerns they had. Staff told us they received good support.

We saw that staff supported people patiently and encouraged them to do things for themselves. Staff were attentive and supportive. They engaged with people and chatted and laughed with them throughout the day.

Systems were in place to minimise risk and to ensure that people were supported as safely as possible. The staff team worked closely with other professionals to ensure that people were supported to receive the healthcare that they needed.

The provider’s recruitment process ensured that staff were suitable to work with people who needed support.

Systems were in place to ensure that equipment was safe to use and fit for purpose. People lived in a clean, safe environment that was suitable for their needs.

Staff provided caring support to people at the end of their life and to their families. This was in conjunction with the GP and the local hospice.

Arrangements were in place to meet people's social and recreational needs. We saw some people going out to a local day centre and others joining in a baby shower for a member of staff who was going on maternity leave.

The provider and the management team monitored the quality of service provided to ensure that people received a safe and effective service that met their needs.