The Oaks Care Home

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 service involved people and treated them with compassion, kindness, dignity and respect. At the last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. 

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People were supported by staff who knew them well and who responded sensitively to their emotional and physical needs. A relative told us, “Staff are very kind and caring.” A staff member said, “I recently started to work at the home and my experience so far is positive as The Oaks is committed to delivering high quality person centred care to service users.”

Staff treated people as individuals and made sure the care, support and treatment offered met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff valued everyone’s opinions. People’s individuality was respected, and staff encouraged choice in daily routines such as meals and activities. Relatives told us staff were approachable and responsive to concerns, and they valued continuity of care, particularly for people with memory issues.

Staff promoted people’s independence. They made sure people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to do tasks for themselves where possible, with staff offering assistance only when needed. People were involved in menu planning and decisions about how the service was run. One staff member explained, “Service users and their representatives are involved in managing, reviewing and updating their care plans. Their preferences are taken into account as they are encouraged to participate in their decision making. An effective system where key workers are allocated to service users to manage their care plans.”

Staff 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. We observed staff were responsive to individual’s needs and people confirmed this was the case. Staff were knowledgeable about each person and could describe their needs, including how any of their cultural needs were met.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. They encouraged the staff team to have an active voice in the operation of the service. Staff described The Oaks care home as “a happy, supportive and rewarding place to work” and said they felt valued, listened to and well supported by managers. One staff member told us, “I have received a lot of support in my role through regular meetings, handovers and supervision. The Oaks runs a closely knitted system where any member of staff can easily become a leader in care sector.” Staff reported good access to training, regular supervision, team meetings and handovers, which helped them feel confident and equipped to support people safely and consistently. This stable and motivated workforce had a positive impact on people’s experiences of care.