Oaklands 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 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.
Staff were warm and compassionate in their interactions with people. We observed consistent and focused support. When staff were speaking with people, they gave them their complete attention to ensure they understood their needs and were able to support them appropriately. Staff worked together well, they were able to deliver an organised and structured service whilst maintaining a relaxed and homely atmosphere. Relatives told us staff were compassionate and respected dignity. One relative said, “The staff close the door for personal care.”
Staff were positive about the people they supported and told us they looked forward to going to work.

The provider treated people as individuals and they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s choices were respected in line with their needs. Individuals were supported to pursue hobbies and interests important to them. For example it was important for one person to read the newspaper and another person enjoyed the entertainment especially the singers.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
We observed staff engaging and supporting people, respecting wishes and choices in relation to the care provided, supporting their well-being. Positive relationships were seen between all the staff team and people. People were encouraged in choices around their day and what they liked to do. Staff used consistent responses and communication skills as they knew people well.
Care records included person-centred information which enabled and supported staff to provide individualised care to them. Staff had received relevant training that ensured they had the skills to provide people with person-centred care.

Staff listened to people and understood their needs, preferences and wishes. They responded promptly to people's requests for support and took action to reduce any discomfort, anxiety or distress.
There were enough staff available to meet people's needs in a timely way. We did not receive any negative feedback about staffing levels. During our assessment, we saw staff balance their responsibilities effectively while taking time to engage meaningfully with people. Staff interacted with people in a warm, respectful and person-centred way and did not appear rushed despite the demands of the service.

The provider supported staff to deliver person-centred care. Staff told us they felt valued, supported and respected in their roles.
Staff spoke positively about working at the service. Comments included, "I've worked here for many years and it's a good place to work."
Staff received regular supervision and an annual appraisal to support their development and performance. They were also encouraged to attend regular team meetings, providing opportunities to share information, discuss people's needs and contribute to improvements within the service.