Oxenford House

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 outstanding. At this assessment the rating has remained outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 described staff as kind, caring and respectful. Comments included, “They are all nice and kind. I can't say I would ever find fault,” “They never look resentful or fed up and find what you need” and “It cannot be easy, but they are all lovely.”

Relatives spoke highly of the care provided, particularly during difficult periods and at the end of people's lives. One family member said they were “blown away by the care” and described staff as “kind, thorough and compassionate.” Other relatives told us, “The care at Oxenford is exemplary; positive, personal, patient and loving,” and “[Family member] was always taken care of professionally with kindness and genuine care.”

Staff interacted with people in a warm, respectful and person-centred way, taking time to engage with them and support their individual preferences. Staff knew people well and demonstrated patience and understanding in their interactions, helping to create a welcoming and homely atmosphere throughout the service.

People's dignity and privacy were promoted in everyday practice. We observed staff seeking consent before providing support, respecting people's personal space and maintaining dignity during personal care and moving and handling tasks. For example, staff communicated throughout hoist transfers, explained what was happening and used dignity screens to protect people's privacy.

Healthcare professionals also spoke positively about the culture within the service. One professional described staff as, “Competent professionals with a big heart full of compassion and respect.” This was consistent with the feedback received from people, relatives and our observations during the assessment.

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

People received care and support that reflected their individual preferences, backgrounds, interests and life experiences. Care plans contained personalised information about what was important to people, including their routines, relationships, hobbies and personal goals. Staff used this information to provide highly personalised care that respected each person's individuality and enabled them to maintain meaningful connections, interests and a sense of identity.

People and their relatives consistently told us staff took time to get to know them and understand their needs and preferences. One person said staff had quickly got to know them after moving into the home, while a person receiving respite care told us staff made every effort to understand them despite the short-term nature of their stay. Staff recognised the importance of promoting individuality and choice, with one staff member explaining, “We encourage people to maintain their independence as much as possible and support them to make their own choices.”

Relatives described a highly personalised approach to care and told us staff knew their family members exceptionally well. One relative said, “Because [family member] is treated as an individual, as am I when I visit.” Another told us, “They all knew [family member], spoke kindly and respectfully to them, and knew their preferences and needs.”

We saw examples of staff building meaningful relationships with people beyond routine care tasks. One relative described how a housekeeper would sing with their family member while cleaning their room, demonstrating how staff across the service took opportunities to enhance people's wellbeing and daily experiences. These interactions helped people feel valued, recognised and emotionally connected, contributing to the warm and inclusive culture within the home.

Staff's understanding of people's life histories, interests and personal preferences enabled them to tailor support in ways that were meaningful to each individual. As a result, people were supported to maintain their identity, independence and sense of belonging, which had a positive impact on their wellbeing and quality of life.

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

People were supported to make their own decisions and remain in control of their daily lives. During the assessment, we observed people choosing how to spend their time, whether to participate in activities and how they wished to engage with others. Staff encouraged people to maintain their independence and adapted support to reflect individual preferences and goals. One staff member told us, “We encourage people to maintain their independence as much as possible and support them to make their own choices.”

The provider had a strong commitment to helping people achieve positive outcomes and maximise their independence. Staff worked alongside people to identify what was important to them and provided tailored support to help them achieve their goals. For example, 1 person who had experienced social isolation before moving into the home was supported to build meaningful relationships, engage in activities and become an active part of the home community. As a result, the person experienced improved wellbeing, increased confidence and greater social engagement.

Staff consistently focused on people's strengths and what they could achieve rather than the support they required. Support was tailored to individual aspirations, preferences and abilities, enabling people to maintain their independence, develop meaningful connections and achieve outcomes that enhanced their quality of life.

The provider was also able to demonstrate positive outcomes for people whose independence had been affected by illness or deteriorating health. One person progressed from requiring specialist mobility equipment following a prolonged hospital stay to mobilising safely with equipment, accessing communal areas independently and taking part in activities and outings. Relatives described significant improvements in confidence, independence and wellbeing. One relative told us, “[Family member] has reduced anxiety, improved engagement and increased social participation.”

People were supported to maintain links with their local community and continue activities that reflected their interests. Staff listened to people's wishes and supported them to make meaningful choices about how they spent their time. For example, when 1 person expressed a wish to visit an Indian restaurant, staff arranged the outing and supported them to enjoy the experience while maintaining choice and control throughout.

The provider listened to and understood people's needs, views and wishes and ensured staff responded promptly when support was required. People told us staff were attentive and acted quickly when they felt unwell, required assistance or needed reassurance.

People received responsive care from staff who knew them well and could recognise subtle changes in their health, wellbeing and behaviour. Consistent staffing arrangements enabled staff to identify concerns at an early stage and take prompt action to prevent people's needs from escalating.

Care records demonstrated timely interventions when people's needs changed, including referrals to healthcare professionals, increased monitoring and adjustments to care and support. Staff adapted their approach to reflect people's changing circumstances, helping to ensure they continued to receive personalised care that met their immediate needs.

Relatives consistently described staff as proactive and responsive. They told us they were kept informed about changes in their family member's health and had confidence that concerns would be acted upon promptly. One relative explained staff quickly recognised when their family member's wellbeing had changed and took appropriate action, providing reassurance and helping to avoid further deterioration. A healthcare professional told us, “Staff come across as calm and consistent in how they respond. They appear confident in recognising early signs of change and take appropriate action, which helps to keep the individual safe.”

The impact of this approach was evident in the outcomes people experienced. Staff responded quickly to changes in health and wellbeing, helping people remain comfortable, maintain their independence and access healthcare support when needed. This proactive approach reduced anxiety for people and their relatives and helped prevent avoidable deterioration in people's physical and emotional wellbeing.

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

The provider had created a positive and supportive culture where staff felt valued, listened to and encouraged to develop. Staff consistently spoke positively about their experience of working at the service. Comments included, “I feel appreciated and valued. Management listen to any concerns I have and listen to my ideas,” and “Management have an open door and are easy to talk to.” Staff also described leaders as visible and approachable, with one staff member telling us, “The Deputy Manager and Head of Care are willing to step in and support staff on the floor when needed.”

Staff received regular supervision, competency assessments and training opportunities. Staff were actively encouraged to develop specialist knowledge through champion roles, including Oral Health Champion, Moving and Handling Champion and Infection Control Champion. These roles enabled staff to share good practice, support colleagues and contribute to continuous improvement across the service. The provider also supported career progression through ongoing professional development opportunities and encouraged staff to develop new skills and qualifications.

Staff wellbeing was prioritised and staff described receiving both practical and emotional support from management. One staff member told us the registered manager recognised they were struggling and invited them for a “chat and a brew”, demonstrating a caring and compassionate approach to staff wellbeing. In addition, staff had access to wellbeing resources and support services provided by the organisation, helping them access advice and assistance when required. Staff told us they felt genuinely cared for and supported both professionally and personally.

Learning and reflection were embedded within the service through regular handovers, team meetings and supervision sessions, where staff were encouraged to share ideas and contribute to service improvements. Staff told us their views were valued and that management acted on feedback to improve both the service and staff experience.