Across Manchester, the city council has an ambition for all nursing and residential care homes to achieve “good” or “outstanding” CQC ratings.
As part of this, annual Performance Quality Improvement (PQI) audits carry out sample checks and observations to support and improve the standard of care and quality for service users across the borough.
A recent audit carried out at Oakland House in June and July 2024 highlights the excellent service, care and support provided by the team led by Registered Manager Nicky Worts.
About Oakland House
Oakland House is more than just a nursing care facility — we are a family dedicated to nurturing the well-being and independence of every service user.
Specialising in the care of individuals with enduring mental health conditions and secondary illnesses, we understand that each person’s journey is unique. That’s why we think outside the box to provide tailored support that goes beyond the ordinary, creating a safe and compassionate environment where service users can thrive in their own special ways.
Our secure, purpose-built premises are designed to provide a comfortable, safe, and homely environment. To create a sense of ownership and comfort, each service user has their own room, which they are encouraged to personalise.
PQI Audit highlights
- The grounds and building were secure.
- There was access to an outdoor garden, which was well maintained and included a smoking area.
- Regular environmental checks are carried out at regular intervals and audits are completed.
- Cleaning schedules were in place. COSHH risk assessments are in place for hazardous products. Hazardous waste was disposed of safely.
- PPE was readily available across the service.
Person-centred care
Person-centred care is a practice that’s deeply embedded in our daily operations.
We tailor service user care plans to the individual, considering their physical and mental health needs, personal history, and preferences. These plans ensure that every aspect of a service user’s well-being is addressed, from their healthcare requirements to their personal wishes and protected characteristics.
A key feature of the support provided at Oakland House is our integration with community services. This approach enables service users to maintain meaningful connections outside of the unit, whether through family visits, community activities, or simple outings like shopping and dining. Our commitment not only enhances quality of life but also fosters a sense of independence and normalcy.
PQI Audit highlights
- Care records detailed to and with a history of the person, including care plans, risk assessments, daily records, medication records.
- Records detailed physical and mental health care needs and the support in accordance with service user needs and wishes.
- Records showed assessments made under the Mental Capacity Act and any DoLS or best interests decisions made.
- Hospital Passport documents and Personal emergency evacuation plans are in place.
- The service has links with community services and works in partnership with them to achieve the best outcomes for service users.
Dignity and Respect at the Core
Respect and dignity of service users are at the heart of our interactions. We believe in treating our service users with kindness, and patience. Our compassionate approach is evident in everyday actions — from knocking before entering rooms to active listening and responding appropriately to service user’s needs.
Our ethos of being a family to our service users is evident in the way our staff and service users work together to achieve the best outcomes for those living at Oakland House.
PQI Audit highlights
- The management team and staff members were observed to have good relationships.
- Staff showed concern for people’s well-being and were observed to be responding to people’s needs in a timely manner.
- Staff actively listened to what residents were communicating and responded meaningfully and positively, making residents feel that they matter and are valued.
- There was a real sense of collaboration between staff and residents in working together to achieve good outcomes.
- Staff work collaboratively with residents to support any restrictions under the Mental Capacity Act.
Service User Consent
We empower our service users to actively participate in decisions about their health, activities, and overall well-being. For individuals who lack the mental capacity to make decisions independently, we ensure that all decisions are made in their best interests, in full adherence to the Mental Capacity Act.
PQI Audit highlights
- People were supported to make decisions about their health, activities and well-being.
- Where someone is determined as lacking the mental capacity to decide themselves, a best interest’s decision is made in adherence to and within the framework of the Mental Capacity Act.
- Of care plans looked at, all were signed by the service users themselves.
Ensuring Safety and Compliance
Keeping our service users safe and well through robust policies and procedures is our top priority. Our team follow detailed protocols for the safe administration, storage, and disposal of medications, with regular training and assessments undertaken to maintain competency levels to safeguard service user health.
Infection control is another area where we excel. Thanks to our team’s hard work, we recently passed an infection control audit with flying colours, reflecting our dedication to maintaining a clean, safe environment for everyone who calls Oakland House home.
PQI Audit highlights
- Medication profiles were in place. PRN protocols were in place. MAR charts included all relevant details and were completed accurately.
- There were policies and procedures in place to ensure the safe ordering, storage and disposal of medication to meet current guidelines.
- Fridge and room temperatures were taken and recorded in the medication room.
- An observation was made of one service user self-administering subcutaneous medication and this was observed by the nurse, in line with the risk assessment for this.
- COSHH data sheets and risk assessments were kept in a folder showing details for each of the products.
- Manchester City Council Community Health Protection Team carried out an infection control audit on 29.09.23. The service was found to be fully compliant, and no actions arose from this.
Nutrition, Hydration, and Beyond
We make meeting the nutritional and hydration needs of service users a top priority. Service users have the freedom to make choices about their meals, with considerations for dietary, cultural, and religious preferences. Our chef and kitchen staff not only ensure that meals are both nutritious and enjoyable, but they also actively seek feedback from service users, demonstrating a commitment to continuous improvement.
PQI Audit highlights
- The service has a Food Standards Agency rating of 5, which is the highest rating. This was awarded at their inspection on 03.04.23.
- Snacks and fluids are available at any time from the satellite kitchen on each unit.
- The chef had dietary information available in the kitchen.
Listening and Learning
Transparency and continuous improvement are at the heart of everything we do. We’re committed to listening and responding quickly to any concerns raised by our service users or staff, treating each one as a chance to grow and improve. We value regular feedback from everyone in our community, using it to foster a positive, supportive atmosphere where every voice is heard, and everyone feels involved.
PQI Audit highlights
- The service uses a software system to record complaints.
- Service users knew they could raise a concern or complaint to staff or managers.
- Service users are also offered the opportunity to feedback at residents’ meetings and in residents’ surveys.
- Staff knew how to make a complaint or support someone to make a complaint.
Strong Governance
Our ethics and culture are shaped by a management team that takes a hands-on approach in the day-to-day running of the unit.
Our team are well-trained, competent, and passionate about what they do. From the moment they join us, through continuous training and assessments, we ensure that our team have the skills and confidence to provide the exceptional care our service users deserve. This commitment is reflected through the high standards of care we deliver, every single day.
PQI Audit highlights
- Feedback was sought from staff and residents. The feedback was positive.
- People felt supported and happy to work or to live at Oakland House.
- There were quality assurance, information and clinical governance systems in place to record, report and analyse the performance of the service.
- Records and data management systems were held in line with GDPR requirements.
- There was a suite of policies to support the quality of the service. These were robust and covered best practice.
A Low-Risk Service
With a total score of 1.53% indicating a low-risk environment, Oakland House stands as a beacon of quality care for enduring mental health in the community. Our commitment to person-centred care, safety, respect, and continuous improvement ensures that our service users live in a supportive, and nurturing environment where they can thrive.
Oakland House is more than just a care facility; it is a family where service users are valued, respected, and cared for with dignity.