Oban House Residential Care Home

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We assessed seven quality statements within the well-led key question. We found improvements had been made since the previous inspection in July 2023. The service was no longer in breach of regulations relating to having effective systems to assess, monitor and improve the service and maintaining an accurate, complete record in respect of each person. This meant leaders and the culture they created supported the delivery of high-quality care. Systems were in place to monitor quality, with learning and action taken to address any shortfalls. There was a capable and compassionate management team who, with staff, fostered a culture that delivered good quality care for people in partnership with external professionals. People, family members and external health and social care professionals told us they felt the service was well-led.

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.

Through observation and discussions with the provider, it was evident that they wanted to provide a good quality, person-centred service, especially following the outcome of the last inspection. They placed high value on the wellbeing of people and their staff team. Throughout the inspection they demonstrated a good knowledge of the people living at Oban House, showing they had taken time to get to know them all individually. People and family members were aware of who the provider was and said they would feel comfortable speaking to them about anything. External professionals said they felt the provider was responsive and they felt confident to raise any concerns to them.

The registered manager showed a focused approach in improving the culture of the home and providing a positive approach since the last inspection. Equality and Diversity training was in place for all staff to complete. The provider had followed their action plan following the last inspection to implement necessary changes and improvements to areas such as staffing and their safe recruitment. Along with better oversight of risks to people and the environment. Records showed that consistent and regular supervisions and appraisals were undertaken, while inclusive staff meetings were held so staff could provide feedback.

During the inspection the providers were open about the past difficulties they had which resulted in the previous rating. They were honest and open about the current situation and it was evident they had worked hard to improve the service and to provide people with safe, effective and person centered care.

Leadership was now sustained through safe and effective recruitment. Staff could access support and development in their roles.

Staff were proud of the service and proud of the improvements. All of the staff spoken with said they would recommend Oban House as a good place to work. They said they would be happy if a family member received care there. They also said they felt able to raise anything with the provider and felt they would be listened to.

The management team ensured everyone was treated fairly and were not discriminated against due to any protected characteristics. The registered manager has introduced the ability for staff to leave anonymous suggestions in envelopes if they wished. Feedback questionnaires had been completed by visiting professionals, staff and relatives. Whilst these could have been completed anonymously everyone had identified themselves showing they were confident to express their views to the provider. During our visit, family members wished to speak to us and some forwarded some thank you letters they had sent to the home. It was evident they felt able to speak with the provider and stated they were confident anything they raised would be resolved. There was no evidence of a closed culture at the service and there was a whistleblowing policy.

Staff all said they enjoyed working at Oban House and would recommend it as a place to work. Staff said the provider was open to suggestions and they felt confident that any issues raised would be listened to and considered. New staff said they had felt welcomed into the home and were given enough information and training to enable them to undertake their roles.

The registered manager had worked towards greater inclusion of staff in decisions and providing upskilling opportunities. Many staff were flexible to and able to undertake dual roles. Activity and domestic staff sometimes covered as support workers when needed and had received full support worker training. Staff were able to cover should there be increases to people's needs. There were currently no staff employed with protected characteristics or required workforce adjustments.

There was evidence of effective workforce planning. Leaders made a conscious decision not to reduce numbers while occupancy at the home was low. The registered manager told they did not wish to reduce staff after they had contributed to the improvements of the home.

Since the last inspection improvements have been made and new policies, procedures and quality assurance processes have been introduced. These have resulted in an improvement in the overall quality and safety of the service. All issues identified in our previous inspection report, where the service was rated inadequate, have been addressed. Quality monitoring procedures were in place. These included a wide range of audits covering all aspects of the service such as care records, infection control, medicines, the environment and accidents and incidents. Policies and procedures were available to staff at all times.

Staff were invited to suggest ideas to involve the community. One staff member told us, "If we have any ideas we can just walk in the office and put the idea out there." Staff have held bbq's and invited families of residents and local community.

Leaders told us that since the last inspection, a real push has been made with their partners especially the local authority quality assurance teams. They have supported us in ensuring we have the best processes in place to learn and develop the service. One partner told us, "They were really impressed with how far Oban has come".

People told us that the service does what they can to involve community and bring them together. They have invited local schools to visit and some people also told us that a father from the local church visited them every week.

External professionals were all positive about the staff and management team at Oban House.

The provider clearly learned from the shortfalls found at the last inspection and they have committed themselves to ensuring these improvements continue to be embedded across the service. Staff told us how far the service has come since the last inspection.

Since the last inspection, further improvements had been made and embedded. The provider had completed a detailed action plan and made improvements to how it assessed staffing levels according to need and implemented these. Deployment of staff had been considered by the Registered Manager and was flexible in their approach and adaptable to changing needs. There were processes to ensure that learning happens when things go wrong, and from examples of good practice.