Oaklawn

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 inspection, we rated this key question good. At this inspection, the rating has remained 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Relatives spoke highly of the staff who supported their family members. One relative said of staff, “They are the most wonderful people. They seem very caring and dedicated.” Another relative told us, “The staff are very considerate and get the best out of [family member].” Professionals echoed relatives’ comments about the approach of staff. One professional told us, “The staff are very kind, caring and compassionate.”

Relatives told us their family members had established positive, trusting relationships with the staff who supported them. One relative said, “I went there once and they were painting [family member’s] nails. We used to do that but she does not let us anymore. It showed that she trusted them.” Another relative told us, “You can see when [family member] looks at the staff she feels safe and she loves them.”

Relatives told us staff always treated their family members with respect. They said staff provided care and support in a way which maintained their family members’ privacy and dignity. One relative told us, “They are very dignified in the approach they take. They are very subtle in their approach to things.” When asked about what the service did well, another relative said, “Their care approach; they are very respectful.”

Staff treated people as individuals and supported them to live in a way which reflected their strengths, aspirations and interests.

Staff took time to understand what was important to each person, including their needs, preferences and unique backgrounds, ensuring these were consistently reflected in the way care was delivered. This approach ensured people were valued, understood and recognised as individuals.

Professionals told us staff had created an environment which reflected people’s individual needs and was personalised according to their interests. A professional said, “I have found Oaklawn to be a home that is very person centred. They consider the likes and dislikes of individuals. I like the way they furnish their clients’ rooms, it’s very personal and homely. They have nice little touches, for example, personalised door signs that depict a favourite pastime or interest of that person.”

Staff supported people in a way which maximised their choice and control over their care and their day-to-day lives. Staff encouraged people to do as much as possible for themselves while providing appropriate support when needed.

People were supported to maintain relationships with their friends and families. Relatives told us they were always made welcome when they visited. Relatives said their family members benefited from living in a homely environment. One relative told us, “It is not all shiny and new but it is comfortable and homely.” Another relative said, “It is a very homely environment. It is not plush but the care provided is really good.”

Professionals also highlighted the welcoming environment as beneficial for people. A professional told us, “Where they stand out is in the atmosphere they have created. Oaklawn is a very homely home. The environment is welcoming and provides a quiet and relaxing space for people with dementia. They are welcoming to families of clients, and staff are friendly and keen to help.”

Relatives told us staff ensured their family members had access to activities they enjoyed and were involved in their local community. One relative said, “They make sure [family member] gets out and about. He has always liked getting out. He enjoys it; he enjoys his life as much as he can.” Another relative told us, “[Family member] loves to go out. She is out at least once a week when the weather permits. She goes to garden centres, supermarkets, out for coffee and cake; they are the things that make her happy.”

Professionals confirmed staff planned activities around people’s individual interests, which ensured people had choice and control over their lives. A professional told us, “The home provides a really person-centred service and a lot of effort is put into making sure that people do activities that they are motivated by.”

Staff 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.

Care was provided in a flexible way, with staff adapting their approach to meet people’s immediate physical, emotional, and communication needs. Staff were attentive and responsive, recognising signs of distress or changes in presentation and taking prompt action to ensure people remained safe and well.

Relatives told us staff responded well to their family members’ immediate needs. They said staff understood their family members’ means of communication, which was valuable in preventing episodes of distress. One relative told us, “They are sensitive to [family member’s] needs. They understand how to interpret what he is trying to communicate and how he is feeling at any given time.” Another relative said, “They are good at responding to his needs and the changing situation. They understand his communication, so he does not get frustrated about things.”

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

Staff felt valued by their managers and their colleagues. They told us there was a good sense of teamwork and said they worked together to meet people’s needs.

Staff had regular opportunities to provide feedback, suggest ways to improve the service, and to contribute to decision making.

The provider’s policies and working practices ensured the rights of staff were respected, including the provision of regular breaks and time off.