Little Oaks Residential Home

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.

This is the first assessment for this care home since a change of provider on 14 October 2021. This key question has been rated Outstanding.
 

This service scored 90 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives told us staff were kind, caring and respectful. People consistently told us staff were kind and when asked if they were treated with dignity and respect, they told us; “Yes, they do. Very much so”. Relatives told us; “They are caring, compassionate and professional. There is no falseness about them. They have innate skills, personality and character”, “They seem very authentic and trustworthy with the other residents that I see” and “The staff are lovely. They are very warm, calm and friendly towards the residents”.

A health professional told us that they were treated with kindness and respect when they attend the care home. They told us “We are impressed. [Staff] are friendly and welcoming...very compassionate care is observed.”
 

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People received highly personalised care that reflected their individual preferences, choices, life experiences, and personal histories. Detailed care records captured what mattered most to people, including their interests, significant relationships, and life history, which staff used to enhance care delivery. Staff demonstrated an understanding of the people they supported and spoke passionately about their lives, histories, and the people who were important to them. This knowledge enabled staff to adapt their approaches in ways that promoted wellbeing, reduced distress, and enhanced people's quality of life.

Throughout our inspection, we observed staff providing responsive and individualised support. During a mealtime, staff used different approaches tailored to each person's needs to encourage engagement and minimise anxiety. Staff explained how their understanding of people's personalities, experiences, and preferences informed the support they provided. This person-centred approach had enabled trusting and meaningful relationships to develop, helping people to feel safe, valued, and understood. One staff member told us, “Their family is very important to them. When they are worried, if you mention a particular family member, they become calmer and more settled. We also talk about their pets”

The culture within the home placed a strong emphasis on maintaining and celebrating meaningful relationships. For example, the local church was invited to come into the home on a regular basis. The provider actively encouraged families to remain involved in the lives of their loved ones and regularly facilitated opportunities for people to spend quality time together. Spouses, families and friends of people were welcomed into the home for cultural and seasonal celebrations, afternoon teas, and regular shared meals which helped in creating a warm and inclusive environment. This commitment enabled one person to celebrate their diamond wedding anniversary with their spouse, despite them not living at the service, ensuring the occasion remained special and meaningful.

Relatives described the service as welcoming. One relative told us, “Little touches make the difference. As a visitor I am offered a cup of tea and invited to stay for a meal". This reflected the service's strong commitment to making people and their loved ones feel valued, respected, and part of the home's community.

Staff were passionate about supporting people to maintain their identities, interests, and sense of purpose. Creative and thoughtful initiatives were used to help people remain connected to aspects of their lives that were important to them. One staff member explained, “A person used to own a convenience store, so we got them an open and closed sign, which makes them very happy". Another person had previously run a Sunday School and enjoyed leading songs and activities. Staff embraced this and regularly joined in, encouraging them to share their passion and relive meaningful experiences. These small but impactful interventions helped people retain a sense of identity, promoted emotional wellbeing, and enriched their daily lives.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were empowered to live independently and make meaningful choices about their care and daily lives. Staff had an exceptional understanding of what mattered to people and used this knowledge to provide highly personalised support that promoted choice, dignity, and independence. Care plans clearly reflected people's preferences, while staff adapted their communication and support approaches to ensure everyone could express their views and participate in decisions about their lives.

The provider encouraged people to maintain important friendships and family connections. We observed staff taking time to support people to telephone friends. Staff told us about peoples’ regular visits from friends and were able to explain the history of these relationships. This demonstrated their understanding of the person’s life experience and how much these relationships mattered to people.

We observed relatives visiting people and they told us that they were able to visit anytime. It was clear that staff knew them well from the warm welcomes they received and relatives echoed this by advising that they knew them and their family well from their regular visits.

The provider embraced positive risk-taking, enabling people to continue activities that gave them purpose and meaning while maintaining their safety. Staff creatively supported people to retain valued roles and routines, such as helping with household tasks, preparing refreshments, and supporting others. One staff member explained, “Some people like to feel useful and maintain a routine, so we involve them in tasks such as laying tables, folding napkins, and helping prepare tea and cake for others."

The provider helped people to maintain independence. For example, 1 person who wished to continue mobilising independently was supported through regular risk reviews, environmental adaptations, specialist advice, and ongoing encouragement. This enabled them to remain as independent as possible while reducing risks.

People and their relatives consistently praised the service's enabling approach. One person told us, “They keep an eye on me but let me do what I can”. Relatives described how staff gradually built people's confidence and independence, while ensuring support was available when needed. One relative said, “[Person] didn’t walk on their own, but staff gradually encouraged them to become more independent.”

This person-centred and strengths-based culture helped people maintain their skills, sense of purpose, and identity, leading to improved wellbeing and quality of life.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People were supported by staff who knew them well and responded promptly to their needs. We observed staff providing proactive and personalised support, recognising changes in people's mood and wellbeing and adapting their approach to help prevent distress and provide reassurance.

Staff demonstrated a good understanding of individuals' preferences and support needs. During a group activity, we observed staff maintaining a discreet presence, monitoring people's wellbeing and providing support sensitively when required. This enabled people to participate in activities while maintaining their dignity and independence.

People received timely responsive support from staff who knew them well and were committed to promoting their wellbeing. People and their relatives spoke positively about the care and support provided. One person told us, “Yes, the staff are very helpful and are very good at offering help. The staff don’t overstep the mark". Relatives said; “They know [person] well and know what they are doing” and “They anticipate [person's] needs.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider promoted staff wellbeing and ensured staff felt supported in their roles. Qualified Mental Health First Aiders were available within the staff team, and regular wellbeing check-ins gave staff opportunities to discuss any concerns. Staff told us the management team were approachable and provided both practical and emotional support when needed.

The provider recognised and celebrated staff contributions and achievements. Birthdays, long-service awards, and qualification completions were acknowledged, helping staff feel valued and appreciated. Staff were provided with refreshments during their shifts and received seasonal gifts and other gestures of appreciation.

Staff spoke positively about the support they received from leaders. Comments included, “Staff morale is currently very high. There is a strong sense of collaboration, and I feel valued and respected because my contributions are acknowledged,” and “Management support my wellbeing by being approachable, listening to concerns and recognising the work that staff do.” Another staff member told us; “Our regular supervisions are highly beneficial, providing a dedicated space to discuss my wellbeing, workload and career development.”

Professionals also recognised the positive culture within the service. One commented, “I have always found staff to be cheerful and appearing to enjoy the work they do. There seems to be a supportive atmosphere amongst staff.”