Red Oaks Care Community

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff interactions with people were caring, respectful and responsive to individual needs. Staff also demonstrated positive and professional relationships with colleagues and visiting professionals.

Improvements had been made to the environment to promote people's privacy and dignity. Areas identified during the previous assessment had been addressed, and the home was clean, well maintained and provided a more welcoming and respectful living environment. People's bedrooms and personal spaces were protected and respected, supporting their right to privacy.

Care and support were delivered in a way that reflected people's individual needs and preferences. We observed people being supported in accordance with their care plans and staff demonstrated a good understanding of how to promote wellbeing and meaningful engagement. For example, people were provided with opportunities for sensory stimulation and engagement and activities that reflected their assessed needs and preferences. People's individual experiences of care and support were positive and promoted dignity, comfort and emotional wellbeing.

The provider had made improvements to ensure people were treated as individuals and received care and support that reflected their personal needs, preferences and life experiences. Care plans contained information about people's interests, communication needs, routines, preferences and support requirements, and staff demonstrated a good understanding of this information.

We found evidence that care plans were being followed more consistently and provided clearer guidance for staff to support people effectively. Staff were knowledgeable about people's needs and were able to describe how individuals communicated discomfort, distress or changes in wellbeing. This helped ensure people received timely support and reduced the risk of unmet needs.

We observed warm and personalised interactions between staff and people living at the home. Staff knew people well and supported them in ways that recognised their strengths, abilities, preferences and personal histories. Improvements to the environment and care planning processes further supported the delivery of person-centred care.

The provider had made improvements to promote people's independence, choice and control over their care and daily lives. Care plans clearly recorded people's preferences and staff demonstrated an understanding of the importance of respecting these preferences.

People were supported to make choices about their daily routines, including how they spent their time, what activities they participated in, when they received personal care and their food and drink preferences. During the assessment, we observed staff that offered people choices and encouraged them to express their views and wishes.

Where appropriate, adaptations, equipment and environmental arrangements were used to support people to remain as independent as possible. People were encouraged to maintain skills and participate in decisions about their care and support. These improvements helped people exercise greater choice and control and promoted their wellbeing and quality of life.

The provider listened to and understood people’s needs, views and wishes. Staff responded promptly to people’s needs and took appropriate action to minimise any discomfort, concern or distress.

We observed staff recognise when people may be experiencing pain or discomfort and responding appropriately in line with their assessed needs and prescribed 'as required' (PRN) medicines protocols. This helped ensure people received timely support to maintain their comfort and wellbeing.

Where people required support with repositioning to reduce the risk of pressure damage, staff carried out this care in accordance with their care plans. Staff demonstrated an awareness of people's changing needs and took proactive steps to raise concerns when they felt the frequency of repositioning required review. This showed staff were attentive to people's wellbeing and worked to ensure care remained responsive to their current needs.

Throughout the assessment, staff were observant and responsive, provided reassurance and practical support when required. People's individual needs were recognised and acted upon in a timely manner, which promoted their comfort, safety and wellbeing.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff we spoke with told us they felt well supported by the management team. They described a positive culture where their views were valued, and they felt able to raise concerns or seek guidance when needed. One staff member said, “There is now a permanent manager, so we get clearer guidance, but everyone in management is approachable and willing to help.”

Staff said they received regular supervision and team meetings, which provided opportunities to discuss their development, raise concerns and seek support. Staff told us these sessions helped them feel listened to and supported in their roles.