Oak Support

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. This is the first assessment for this newly registered service. This key question has been rated 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff developed trusting relationships and demonstrated sensitivity to the person’s physical and emotional needs, ensuring support upheld their privacy and comfort. Staff delivered care in a warm and considerate manner. The person described staff as kind and caring. Staff understood what was important to the person and respected this.

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

Staff treated the person as an individual, respected their preferences and routines, and tailored care to their personal circumstances. The provider understood what mattered to the person and ensured care was delivered in accordance with their expressed wishes. This included being supported by their preferred gender of care worker. Staff confirmed they were aware of and respected these preferences. One said, “I respect [the person’s] personal beliefs and preferences… There is no discrimination.”

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

Care plans set clear expectations that staff should encourage the person to do as much for themself as possible. Staff practised this consistently. A care worker said, “I help them prepare food, but I do not take over everything,” and another explained, “I encourage them as they are able to do some things for themself.” These approaches supported independence and confidence in daily activities.

The person confirmed they had full choice and control in their care. Staff always sought consent and involved the person in decisions. A care worker reported, “Before I help [the person], I always ask and explain what I am doing. They agree before any support is given.”

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 the person’s immediate and changing needs. They recognised signs of deterioration, acted swiftly, and ensured the person felt safe and supported at all times. The person told us they felt safe and well supported. They also described the service as highly flexible, saying, “Things may change rapidly and they are willing to change to accommodate those needs.”

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

Staff felt well supported, valued and able to carry out their roles effectively. Staff reported high levels of satisfaction with the support provided by the registered manager. A care worker said, “My relationship with [the registered manager] is good. They are approachable and they listen to staff.” While another added, “I feel supported.” The registered manager described the service as a small, open team where staff could contact them at any time for support or clarification.