Most people in the home were unable to give their views regarding their care and support. Those who could express themselves told us they were cared for very well. They said they were comfortable and found staff helped them as they wanted.
Staff told us they had enough information about people to make sure they could care for people safely and support people to maintain their independence. Care planning helped people live as they wished and supported them to make choices in everyday life.
Several people told us the staff were very good and helpful. A relative visiting said she found her relation to be happy and content when she visited. Staff discussed her care and will always approach her if any there are any changes in her needs.
We were told people were supported to access other health and social care services they needed. If they are not well the doctor will visit them. Staff will go with them to hospital clinic appointments.
People told us there were no rigid routines they were expected to follow such as the time they went to bed. They usually pleased themselves what they wanted to do. Staff took into account their views and respected their right to privacy and independence. They could have visitors when they wanted and staff made them very welcome.
We observed staff. spoke respectfully to people, and appeared to know what they required. They communicated well and appropriately with them and responded to all requests for support in a timely manner. People were given reassurance when they could not understand time, place or events that had occurred or were planned for.
We looked at comments received at the service about overall standards. These included for example, 'My mother has lived at Oakfield for six and a half years. The care she receives is excellent and the staff are wonderful.' And, 'We appreciate the wonderful care, love, and affection.'
People told us they were treated well and were confident to raise issues of concern with the manager if ever the need arose. There were arrangements in place to safeguard people and staff had been trained in adult protection.
Staff were referred to as being very good and kind to them. Staff we spoke to were friendly, pleasant, and professional in the course of their duties. They were trained to a good standard and had completed dementia care training. We looked at comments received at the home from relatives regarding the staff. These included, 'The professionalism and dedication of your staff has been very much appreciated.'
We found evidence people could influence the care and support they receive. We observed people being involved with decisions that affected them personally on an informal basis. We looked at comments received at the home from relatives. These included, 'Thank you for all the care and support my mother is given in your care.' And, 'In spite of her problems, I know that she was happy with you. Thank you for the kindness and support I received from you.'