Review from J N (Daughter of Resident) published on 29 December 2021
Submitted via Website • Report

Overall Experience

This home has had some good staff. My mother's care fell well short of expected especially in the last six months to the end of her life. Staff poorly trained, if trained. Poor supervision of untrained staff. Poor cleanliness and poor awareness of hygiene and infection control. Poor communications between

staff shifts on handover. Poor communication from management. Lack of common sense and willingness to be less than honest with relatives. Report provided to CQC.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at The Oakes Care Centre

Thank you for your feedback. At HC-One we always listen and ensure feedback is used to reflect and learn lessons. We are reviewing your concerns and will respond in due course.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from David J (Son of Resident) published on 27 August 2021
Submitted via Website • Report

Overall Experience

Since my mum moved into The Oaks Care Centre I have noticed a huge improvement, Mum obviously feels safe and is well cared for. Mum appears much happier and is starting to interact with the staff and other residents. Mum always looks smart, clean and genuinely seems happier and brighter in herself.

The home has a warm family atmosphere and staff are always happy to discuss any concerns and are always well informed on how Mum is on a day to day basis. It was a difficult decision to uproot Mum into full-time care but after a short time, I am now happy that this was the best decision to make for Mums well-being. I have nothing but praise and thanks for the wonderful job that all the staff and management at The Oakes deliver on a daily basis. Thank you so much.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Lorraine Z (Daughter of Resident) published on 12 August 2021
Submitted via Website • Report

Overall Experience

I can’t praise the staff at The Oakes Care Centre enough! My mum was with them for over 2 years. Sadly, she suffered from dementia and passed away in July. During her time at that The Oakes, she was cared for by the staff as if she was a family member. They were so patient and kind and nothing was too

much trouble. She was treated with kindness and affection right until the very end. Some members of staff went above and beyond their job requirements. I would also like to mention how grateful I was for the support that they gave me over the last 2 years. Times have been very hard and the staff at the Oakes certainly went out of their way to make things as easy as possible, always showing kindness and compassion. They are a great set of people!

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from June F (Daughter of Resident) published on 27 January 2021
Submitted via Website • Report

Overall Experience

My father has been a resident at the Oakes for around three years, and during that time, has received fantastic care from the staff. From the very beginning, he has been made to feel at home there, and the staff have been so caring and kind to him. Any time I have visited him, there he always seems

happy and well cared for and has a smile on his face. I wanted to particularly praise the staff at the moment, however, as they have had so many trials and tribulations with the Covid situation in the last ten months and have still given the same excellent care despite everything. I haven't been able to see my dad for a while now as I live in Scotland, but I know I can call and the staff will give me an update or send a photo to put my mind at rest. With everything that is going on in this uncertain world at the moment, the one thing I can rely on is that The Oakes will be looking after my dad, and that is worth its weight in gold. I wouldn't hesitate to recommend them.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Anne M (Daughter of Resident) published on 20 January 2021
Submitted via Website • Report

Overall Experience

My mum is always treated with respect and kindness. The care she receives is first-rate. The staff are very caring and treat my mum like a member of their own family. Mum wasn’t well recently, and the staff ensured that she received visits from her doctor and received the treatment she needed. The December

activities calendar was impressive, particularly during a time when we couldn’t visit.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Joan K (Daughter of Resident) published on 20 January 2021
Submitted via Website • Report

Overall Experience

Mum has been a resident for 5-years, and during that time, she has been treated with dignity and respect. The staff are very good, and treat her as an individual, not "one size fits all". I know that she is in very capable hands and well looked after, and think the team have done am amazing job during

these very difficult times. Communication has been good, and staff have gone out of their way to facilitate indoor visits (when possible) and window visits. I would like to have been able to undertake more Zoom calls, but there seems to be a problem with the system. Otherwise, I cannot praise the staff enough for all their hard work and dedication. Thank you doesn't seem enough. Would definitely recommend.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Christine A (Daughter of Resident) published on 15 January 2021
Submitted via Website • Report

Overall Experience

Mum has been a resident of The Oakes for six years now, admitted with mild Alzheimers which has developed to the point where she does not recognise me. This in itself is distressing. However, I have found the staff throughout the home to be most caring and concerned, not only for mum but also for me.

I live a long way from the home and have not been able to visit for a year because of the pandemic. I have found the communication excellent and cannot praise them highly enough for their care. Thank you is not enough in the circumstances.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Martin L (Son of Resident) published on 29 October 2020
Submitted via Website • Report

Overall Experience

I can't praise the staff of Oakes Care Centre enough for their hard work and support, caring for my mum. Especially during her recent illness. Communications have also been excellent during the current pandemic and lockdowns.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Philip A (Son of Resident) published on 28 October 2020
Submitted via Website • Report

Overall Experience

Having worked in the care industry for 20 years, I have always found the Oakes to have a high standard compared to a lot of other homes. They have worked really hard in these difficult and trying time and should be congratulated.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Stuart S (Son of Resident) published on 28 October 2020
Submitted via Website • Report

Overall Experience

My comments relate to a window visit by my wife and I to see Mum (resident at the Oakes) in October 2020. Mum had been got ready for the appointment on time and a member of staff remained with her throughout the 30-minute visit. The staff had managed to find Mum's hearing aids which meant she could

hear most of what I said. Even so, my wife is quite softly spoken and Mum couldn't really hear her, but the staff member was lovely and was able to relay what my wife was saying from close quarters. Having a caring member of staff present throughout definitely enhanced the visit for both us and for Mum, who remained alert and interested throughout. The member of staff also helped Mum understand some of the photographs we were attempting to show her. Window visits aren't ideal, but (as I live over 200 miles away) they are definitely better than not being able to see Mum on my visits to Yorkshire.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Christopher R (Son-in-law of Resident) published on 26 October 2020
Submitted via Website • Report

Overall Experience

All the staff are doing a superb job in the difficult and stressful pandemic times in which we live. Their patience with and understanding for their residents and their residents' families are remarkable. My thanks and admiration to them all.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Susan G (Mother of Resident) published on 24 September 2020
Submitted via Postal Card • Report

Overall Experience

Thank you to everyone at The Oakes Care Centre does not seem enough for the way my family and I feel for the way you are continuing to care for our loved one, under very difficult circumstances. We realise there are situations beyond your control. The Covid-19 pandemic is continuing to make all our

lives difficult, but at least the majority of us can go outside and enjoy some of the joys of 'normal' life, which our loved ones cannot do nor indeed not since March and that alone makes your jobs so much harder. Thank you, thank you.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Christine W (Daughter-in-law of Resident) published on 19 August 2020
Submitted via Website • Report

Overall Experience

Feel that the communication between the nursing home and relatives has been very poor during lockdown we have only had 2 video calls since March. The cleanliness has gone downhill and sometimes not enough staff on duty.

Reply from Julie Caygill, Hospital Liaison Team Administrator at The Oakes Care Centre

Thank you for your review, we value all feedback as this helps us to make improvements where required. Staff at The Oakes have worked tirelessly to ensure all areas of needs are met for all our residents. Where video calls have been requested staff have conducted these to ensure contact with relatives is maintained. We have a variety of platforms for these calls including Zoom, Skype, and WhatsApp. All relatives were contacted by the Home Administrator to provide them with an email address to ensure all information was shared with them and to keep them updated. During lockdown and throughout the pandemic appropriate staffing levels have been maintained.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from M T (Daughter of Resident) published on 13 August 2020
Submitted via Website • Report

Overall Experience

The carers and staff at the Oakes have taken good care of my mother during these difficult and trying times, keeping her safe and well which is a great comfort to me. They keep me up to date with any changes so I always feel well informed.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Claire P (Daughter of Resident) published on 12 August 2020
Submitted via Website • Report

Overall Experience

I just wanted to say how grateful and happy we are with the amazing staff at The Oakes during this difficult time.
My Dad has been a resident there since February 2019.
The staff have worked tirelessly since they closed their doors to visitors on the 12th March 2020 and have made many personal sacrifices.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from R B (Son of Resident) published on 19 March 2020
Submitted via Postal Card • Report

Overall Experience

My mother who has severe dementia has been a resident for over 2 years. Throughout, the care for her has been exemplary. The carers and other staff are professional and attentive and have always treated my mother with patience, respect and dignity. I wholeheartedly recommend The Oakes.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Andy S (Son of Resident) published on 4 March 2020
Submitted via Website • Report

Overall Experience

Mum moved into The Oakes Care Centre after a fall and fracture at home. She quickly settled in and has been well looked after and cared for since then. We looked at a lot of local Care homes before selecting The Oakes, and were attracted to it following recommendations, including some from staff and

Managers at other homes! The Oakes just felt right, and the setup and layout provided mum with interest and variety should she want it. There's a cinema room and a beach! Mum suffers from cognitive impairment and has moments where she is unsure of things. The staff and other residents are brilliant, and guide and reassure her when necessary, so that she feels safe and secure, resulting in few episodes of distress. This means that our family are confident she is being well cared for, and our visits are not stressful.
The home is well run, the staff are well trained, caring, friendly and helpful, and the entertainment excellent. Food and snacks are good, particularly the home baking.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Lynda F (Niece of Resident) published on 19 February 2020
Submitted via Website • Report

Overall Experience

Our 97-year-old aunt went into The Oakes in June 2019. We thought we’d chosen wisely, we thought it was somewhere she would be well looked after and be safe. Sadly, the reality was far from it.
They say that a chain is only as strong as its weakest link and whilst some of the staff are very good and

very caring, there are far too many weak links.
Our aunt was in the home for only 6 months prior to her death. Physically she was frail, while mentally she was totally on the ball and that, along with the fact that we, her family, visited on an almost daily basis was The Oakes’ downfall. She was able to tell us when things were going wrong and we witnessed many things ourselves, first hand.
I'm not allowed to give any further details as apparently only the "pink and fluffy" reviews seem to be published.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Sue O (Daughter of Resident) published on 6 December 2019
Submitted via Website • Report

Overall Experience

After two years of living in residential care, Mum moved into dementia care at The Oakes at the end of September 2019. Despite the initial confusion and distress caused by the move, she settled relatively quickly, due largely to the quality of care and support she received from the staff. Apart from

vascular dementia which significantly affects her short term memory, Mum suffers from severe osteoporosis and osteoarthritis which means that her mobility is compromised and she suffers a lot of pain when moving or just sitting. Staff are patient and genuinely caring, making every effort to maintain her comfort and dignity. Mum's deafness also impacts on her ability to socialise with other residents but staff ensure she has some quality one-to-one sessions. The family are confident that she is in a caring environment which suits her changed needs.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Angela R (Niece of Resident) published on 27 November 2019
Submitted via Website • Report

Overall Experience

I attended a cheese and wine event recently which I thoroughly enjoyed. There had been some thought into this event which both residents and staff alike appeared to enjoy and participated in (where they could).
I think perhaps that these type of events could be better promoted though. I only knew

about the event due to another visitor mentioning it. It was actually included on the notice board but this passed me by. Perhaps a monthly newsletter (maybe via e-mail) could include this type of thing or a leaflet left in residents rooms to hand to their visitors could be an idea too. I'd hate to think that future events weren't attended due to people being unaware they were planned.
On a positive, all who took part said they'd love another type of event and appreciated the effort of those involved in arranging it.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

The Oakes Care Centre

Care Provided by The Oakes Care Centre

Good to Know

Facilities