The Oaks

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 good. At this assessment 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.

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. Staff interactions were patient, supportive, and sensitive to individual communication styles. We observed staff treating people with dignity and respect during mealtimes and when discussing activities. Relatives and friends were not restricted when visiting their loved ones.

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.

Staff demonstrated a good understanding of each person’s likes, dislikes, and personality traits. Care records reflected a comprehensive knowledge of people’s lives, including their hobbies and interests. Care and support plans were person-centred, with individuals’ wishes and preferences placed at the core of the planning and delivery of care.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

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People were not always able to access their money when they wished. One person asked for funds to pay for a haircut but was told they would need to wait until the following day because no cash was available. This delay restricted the person’s choice and independence. The provider managed all financial transactions online. As a result, people were not always aware of how to access their money or how much they had available.

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. Staff responded promptly and appropriately to people’s emotional and physical needs, using de-escalation, reassurance, and supportive communication to minimise distress. We observed one person communicating they wanted a drink, staff responded promptly and provided them with a variety of options.

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

Staff wellbeing was valued and supported through reflective supervision, training, and team support, enabling staff to provide consistent, person-centred care. A member of staff said, “I am well supported here.”