Three Oaks Residential 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.

Feedback we received from people, their relatives, and health and social care professionals about the caring approach of staff was positive. For example, a person told us, “They’re very good, very friendly. You have a laugh and a joke with them, which I like. They know all our little quirks and what we like and don’t like. It’s nice to have a natter with them.’’ Another person said, “The carers are kind and considerate and make sure no one feels left out.”

We observed positive staff interactions with people living at the home. Staff were kind, considerate and responsive. Staff spoke about people in a friendly and respectful manner and demonstrated understanding of their individual needs. People appeared comfortable and confirmed staff respected their privacy and protected their dignity. People's care plans were written in a respectful way that promoted their dignity and independence.

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.

People's initial assessment explored their individual needs, family connections, hobbies, interests and what mattered to them. This information was reflected in people’s care plans and was regularly reviewed and updated where required. Staff had knowledge of individuals unique backgrounds and their strengths. For example, staff were aware that a person had previously worked at a location where staff might take people on organised activities. The person had expressed they did not wish to go there, and this was understood and respected.

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

People and their families expressed satisfaction with the social activities that were provided. A person’s family member told us, “She can’t really take part, but she’s engaged with them. When they have singers, her face lights up. It’s difficult for me to take her out now, but I can go with them when they go to the panto or whatever. That means I get to do more things with her.” Another person’s relative said, “There weren’t so many activities before, but now they take people out. They get (person) up and moving about. They have one-to-one interaction, which people need.”

Care plans reflected that people were empowered to have their say about things that were important to them and were listened too and what they said was acted on. Staff told us how they promoted people’s independence, choice and control during, for example, personal care and at mealtimes. Also, supporting people to access the garden or shops. One person told us, “They’re mindful of your capabilities and encourage you to go as far as your capabilities allow.” People confirmed they could choose what time they got up and what time they went to bed, when and what to eat and drink.

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 and relatives confirmed staff were responsive to people’s needs. Comments included: “The staff are very attentive. They always know where [relative] is when I come. They spend time with people” and “It’s very good and they look after us very, very well.”

We observed interactions between staff and people that demonstrated relationships were caring and compassionate. Staff responded promptly to people’s requests for assistance.

There were monthly reviews of people’s care plans by their allocated key workers, which provided regular opportunities to check people’s care matched their needs and wishes. Following one of these reviews, a person’s keyworker had identified and reported a deterioration in the person’s mood. Following a discussion with their GP, the person’s medicines were reviewed and changed.

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

Staff said they felt valued and well supported by the management team. Individual staff told us how the management team had supported them with personal issues, adjusting and enabling them to continue working. Staff comments included, “We are like a family” and “The (registered manager’s) door is always open.”

Formal processes including individual supervision meetings were used to support staff, and team meetings and handovers focused on improving care. The registered manager told us about plans for staff team building events.