Oasis Care Hillingdon

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first assessment for this service registered on 21 April 2023. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

The provider had developed a strategic business plan. This included a mission statement indicating the focus of the service on the quality of the care provided. There was also a set of aims and objectives for the organisation relating to empowering individuals, skilled diverse workforce and good management support systems.

Relatives felt the service was well run and they were happy with the care provided. Staff felt supported by the senior management and were happy to work with the provider. We asked staff what was the best thing about working for Oasis Care Hillingdon. Their comments included, “They are welcoming, and have their clients and carers at heart” and “There is always teamwork between carers. Carers have compassion, they are reliable and are trustworthy. Management is approachable and the flow of information is good.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

Staff told us they felt supported and were confident in raising any concerns with senior staff. A staff member said, “We have a fantastic team who are patient, compassionate, good communication, committed to duties, provide good care to our service users, good at what we do.” The provider had a leadership and management development programme. The programme identified development goals for managers which included effective communication, enhancing leadership skills, self-awareness and empathy. The registered manager demonstrated they understood the responsibilities associated to their role which included responding to issues in an open, honest and transparent manner.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

The provider had a policy and procedure to support staff and people to speak up if there were any concerns about the care provided. The procedure was discussed with staff during training, supervision and team meetings. Staff said that if they had any concerns or questions, they were able to raise them with senior staff. Relatives confirmed they knew how to raise concerns.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The registered manager explained staff were supported to celebrate any religious or cultural events by making changes to the rota. The provider had policies which reflected legislation to support staff. Staff told us they felt supported by senior staff. A staff member said, “Oasis looks out for the welfare of the staff.”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The provider undertook several quality assurance checks including audits and feedback from people to monitor all areas of the service. Where issues were identified the provider identified actions to resolve them. Incidents, accidents and complaints responded to in a timely manner and in line with the provider’s procedures. The provider had developed a contingency plan. This included guidance on how to ensure the service continues to provide support in case of an emergency. People’s personal information was managed in line with data protection and information legislation.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

The provider worked with a range of health and social care professionals including GPs, district nurses, social services and pharmacies to ensure people received the support they required. The provider also worked with the local authority quality assurance team and skills for care to identify best practice and any areas for improvement to the service.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The provider had policies and procedures which reflected legislation which were regularly reviewed to ensure they were up to date. The provider shared actions for improvement with staff following investigations for incidents, accidents, safeguarding and complaints. Staff completed training to ensure they were providing support following best practice. The provider obtained feedback on the care provided from people though spot checks, care plan reviews and surveys. Feedback on the service was also provided from staff.