About the service: Oakland Village & Community Care Centre is a residential care home, which is part of a larger village complex. It provides accommodation and personal care to up to 32 people. The care home is across two floors with communal areas and kitchens on each floor. There is a provision for eight people to have short term rehabilitation care in partnership with health professionals. Other people living there are older and living with dementia. On the day of our inspection there were 30 people living there. There are a variety of additional facilities available within Oakland Village and many of these are open to the general public as well as to people living at the home; such as a bistro, restaurant, bar and hair salon.

People’s experience of using this service:

The service met the characteristics of requires improvement, with good ratings in three domains.

The systems in place to monitor and drive improvement were not always effective in doing so. Some staff had not received the training they needed to do their job effectively. People did not always have their capacity to make their own decisions assessed to ensure they had maximum choice and control of their lives and staff supported them in the least restrictive way possible. We made a recommendation for the provider to fully comply with the Mental Capacity Act.

People continued to receive safe care. There were enough staff to support them and they were recruited to ensure that they were safe to work with people. People were protected from the risk of harm and received their prescribed medicines safely. Lessons were learnt from when mistakes happened.

People received caring and kind support from staff who respected their dignity and privacy. They were encouraged to be independent and staff understood their needs well. Staff were skilled in understanding the needs of people who were living with dementia and engaged them in meaningful activities. Staff knew them well and understood how to care for them in a personalised way.

People were supported to maintain good health and nutrition; including partnerships with other organisations when needed. There were plans in place which detailed people’s likes and dislikes. People and relatives knew how to raise a concern or make a complaint.

The registered manager was approachable and there were meetings in place which encouraged people and staff to give their feedback. The environment was adapted to meet people’s needs.

More information is in the full report.

Rating at last inspection: The service was last inspected on 9 June 2016 and was rated good.

Why we inspected: This was a scheduled inspection based on the date the service was registered.

Enforcement: Please see action we told provider to take at the end of full report.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

We inspected Oakland Village and Community Care Centre on 9th June 2016 and it was announced. Oakland Village and Community Care Centre has a residential unit and there are also 88 extra care apartments on site. The residential unit provides accommodation and personal care for up to 32 people. This includes long term care for 20 people who are living with dementia and 4 respite short term spaces. It also includes specialist community accommodation for 8 people for short term rehabilitation from a hospital stay before returning home. There were 30 people living in the residential accommodation at the time of inspection. Personal care was provided to 32 people who lived in the extra care accommodation. Additional facilities available within the Oakland Village site included a restaurant, library, hair salon and shop and these were available to everyone who used the service as well as members of the public.

The service was last inspected on 26 and 28 November 2013 and was fully compliant. There were two registered managers, one for the extra care service and one for residential support. 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 2008 and associated Regulations about how the service is run.

People were kept safe by staff who understood their responsibilities to protect them from abuse. Risk to their health and wellbeing were assessed and plans were put in place to minimise the risk, which staff followed. Staff were given the training and support that they needed to assist them to meet people’s needs. People told us and we saw that there were sufficient staff to meet their needs. The provider gave staff opportunities to develop their expertise and take champion roles to support and guide others. They developed caring relationships with the people they supported which were respectful and patient. They knew people well and provided care that met their preferences. Staff understood the importance of consent and always explained to people what care they were going to provide. People’s capacity to consent to their care and make their own decisions was assessed and reviewed when required. People’s privacy and dignity were maintained at all times.

People received the medicines they were prescribed safely and there were systems in place to reduce the risks associated with them. The systems varied across the extra care service and the residential unit to meet individual’s needs and all of them were monitored and managed. People were supported to maintain good health and had regular access to healthcare professionals. Their care plans were regularly reviewed to correspond with changing support needs and they were personalised and accessible.

People were encouraged to pursue their interests and hobbies and regular activities were planned weekly. The communal areas of the complex meant that people were able to easily access facilities and social events in a supported environment.

In the residential unit the layout of the building meant that people living with dementia were not restricted and could move about safely and there was signage to help to orientate people. Mealtimes were not rushed and people said that the food was good. We saw that food and drink was regularly provided and records were maintained for people who were nutritionally at risk.

Visitors were welcomed at any time and they were encouraged to provide feedback through meetings and more informally. The provider made links with the local community and established a friends group to assist with planning the direction of the service.

People told us that they knew the managers well and felt confident that any concerns they raised would be resolved promptly. The provider completed quality audits to continually drive impr

People staying in the long term, short term and intermediate care units told us, “It’s a lovely place, the staff are very nice here, very helpful and friendly.” And “I think it’s great here, I will miss it when I go home, the staff have been very helpful and it’s a nice place. “People’s visitors were positive about the support their relative’s received in the residential unit, and told us, “I can’t really fault the place; I think the staff are marvellous, my mum seems very happy here.” And “It’s very nice here, the care is very good and there are activities and entertainers.”

People that lived in the extra care apartments told us, “staff are my friends now” and “couldn’t be anywhere better.” Comments about staff support were positive such as, “will always help” and “all staff are good.” Other comments were, “they wash my hair lovely” and “make sure I Iook my best” and “all friends together” and “very professional”.

Throughout our inspection we observed care practices in the long term, short term and intermediate care units and saw that staff were responsive to people’s needs and wishes. The care plans seen reflected people’s individual needs and took into account equality and diversity issues such as individual preferences and choices, religion and dietary needs.

Processes were in place to ensure the services and care provided were monitored and improved upon where needed.