Oakdene

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 80 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A person living at the home said “Staff are nice, they are here whenever you need them. They really look after me.” Throughout the assessment day we observed staff socialising and supporting people in their chosen way. This created a warm and welcoming environment in the home. People were observed to be at ease with staff and were supported with dignity and compassion when they requested support with things such as personal care.

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. A relative we spoke with said, “Staff are like family, they know everyone so well.”

Care plans detailed people’s needs and preferences. For example, information relating to a person’s culture and religious needs were detailed within their care plan. This provided staff with accurate information to ensure people’s individual needs were met.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us they were offered choice in how they wished to spend their time. Staff promoted people’s independence and respected their choices. Staff supported people to undertake activities of their choosing. Staff said they offered a variety of social opportunities including offering 1:1 support to people who prefer to stay in their bedroom. Staff spoke about how they had supported people who wanted to reconnect with their family following barriers created by their health conditions. We saw examples of people now spending regular time meeting and socialising with friends and family which had further improved their well being.

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. Some people were living with a complex mental health condition that hindered them recognising and communicating when their health was deteriorating. We saw records showing staff identifying and raising these concerns to ensure people received the help they needed. For example, staff recorded and monitored periods of distress or frustration and were able to make referral to other professionals before people reached a crisis point. Staff were knowledgeable about people’s triggers and their preferred methods for support with de-escalation which kept people safe.

The provider cared about and promoted the well being of their staff and supported and enabled staff to always deliver person-centred care. Staff meetings took place frequently to ensure staff were supported. Staff we spoke with praised the registered manager for their care standard and level of support. One staff member said, “[Registered Manager] is amazing, they have supported me both professionally and personally. I feel valued daily. I am proud of what we achieve and the care we deliver.” Another staff member said, “The registered manager is amazing, you cannot fault the support of them or the seniors, they are available 24/7 if needed and that is a true team. I would never work anywhere else.”