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Oakhaven Residential Care Home, Cheltenham

Oakhaven Residential Care Home in Cheltenham, Gloucestershire, was rated outstanding for being caring and responsive following an inspection by the Care Quality Commission (CQC), on 15 October & 12 November 2019.

The safe, effective and well-led categories received a score of Good.

Oakhaven Residential Care Home is a care home, providing accommodation and personal care to older people, some living with dementia.

Following the last CQC inspection the provider had further developed their highly effective system of ongoing review, reassessment and referral that empowered people to express their views and regain control of their lives. Staff worked with empathy and flexibility in supporting people to identify and achieve their goals.

One person had recently returned to live at their own home, to the surprise of the local authority, who had commissioned ongoing residential care for them. This move was initiated by the service, in response to the person's expressed wish.

At each review, the service contacted various health care professionals, to see how the person might be helped to regain different aspects of their independence. Through this, staff supported this person to walk and climb stairs safely and to manage their own medicines, using an aid. A staff member said, "We rehabilitated her. She was a different person. It was so nice to see. She really came out of herself."

Staff were sensitive to people's emotional and spiritual needs which had a positive impact on people's well-being and quality of life. Before moving to Oakhaven, one person was assessed in hospital as being in a low mood, they were refusing help and had lost interest in eating and caring for themselves. During their ten months at Oakhaven they had developed 'great relationships' with staff, including sharing important memories, their sharp intellect and keen sense of humour. Despite this person's refusals and fierce independence, staff maintained an open approach and ensured the person retained control, telling staff when and what help they would accept. As their relationship with this person developed, staff showed them they enjoyed their company, were highly thought of and well respected. A staff member confirmed that, "It has taken time to build up trust, she was adamant she had come here to die. She is a completely different woman."

This person was in control and sometimes sent staff away if they did not arrive to support them on time. They were now eating and drinking well, talking an interest in their appearance, and doing activities they enjoyed. While they declined to get out of bed, they had recently agreed to having their hair washed and cut. This resident told CQC inspectors, "They put all waterproof sheets all over the bed and pillows. It was marvellous. I'm very pleased with it".

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