Oaklands Littlehampton Limited

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.

People and relatives spoke positively about the caring approach of staff within the home. One relative told us staff were “very friendly and make things fun.” One person explained, “They help with what I can’t do, but encourage me to do things for myself.” We observed staff interacting with people in a warm and reassuring manner and taking time to speak with people throughout the day. The atmosphere within the home was relaxed, with people appearing comfortable.

Staff knew people well and responded to people in a caring and respectful way. We observed staff recognising when people required reassurance, comfort or encouragement and responding appropriately. One person told us, “They are all lovely here.”

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 understood people’s individual preferences, routines and the ways people preferred to receive support. People received care from staff who knew them well and understood what was important to them. Staff adapted the way they communicated and provided support depending on people’s individual needs and preferences. People were encouraged to maintain interests and routines meaningful to them, which reflected their individual choices and abilities. Care records contained personalised information about people’s backgrounds, preferences and support needs to help staff provide person-centred care. One person told us, “They know me well here.”

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

People were supported to make choices about their daily routines, meals, activities and how they spent their time within the home. Staff encouraged people to maintain their independence and remain involved in interests and routines important to them. We saw people independently accessing communal areas, spending time in various parts of the home and taking part in activities and conversations of their choosing. One person told us, “I don’t want to slow down. I am 82. I want to keep being active.” This reflected how staff supported people to maintain their independence and continue activities important to them.

Staff supported people in a way which reflected their individual abilities and preferences. We observed staff offering choices and encouraging people to do as much as possible for themselves while providing support where needed. Staff adjusted the level of support provided depending on people’s needs and offered reassurance and prompts where appropriate rather than completing tasks for people unnecessarily.

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.

People were supported by staff who understood their needs and responded when support was required. We observed staff responding to people’s requests for assistance, reassurance and comfort in a respectful and responsive way. Staff knew people well and recognised when people required additional support or encouragement. For example, we observed staff noticing when people required support to move around the home safely.

Call systems and technology were used to support staff to respond promptly, including when people were at risk of falls or required urgent assistance. Relatives told us staff kept them informed when incidents occurred and acted quickly when people needed support. One person told us, “Most times there are enough staff. The bells are normally answered within a minute.”

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

Staff spoke positively about the support available within the home and described managers and leaders as approachable and supportive. Staff told us communication within the service was effective and they felt able to seek advice, raise concerns and discuss any support needs.

Staff spoke positively about the training and support they received, as well as regular one-to-one meetings where they could discuss their wellbeing, development and any concerns relating to people living at the home. We observed positive interactions between staff and leaders throughout the assessment, with leaders remaining visible and available within the home.