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 provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We found a strong culture of kindness and compassion that extended beyond people to their relatives and visitors. Feedback consistently reflected this. One relative told us, “[my loved one] can lash out. Even when [my loved one] does this they treat him with dignity and respect. We had to remove [my loved one] from a previous care home. The difference in [my loved one] now is unbelievable and that is due to the higher level of care he gets here. Another relative told us, “The staff always guide [my loved one] back to the room. The last place just let [my loved one] get lost and confused because they support [my loved one] in this way [my loved one] is less agitated.”

People and those important to them were complimentary about the staff who supported them. One person said, “All the staff come into my room looking very cheerful. I love that. It makes me feel happy.”

People were placed at the heart of the service, and the staff team was committed to putting people first. The home had a dignity champion who promoted people’s human rights and supported staff to ensure dignity and respect were consistently upheld. This role provided a valuable resource for staff, enabling observation of practice and challenging any poor habits or disrespectful behaviour. Staff spoke passionately about the care they provided and explained how they embedded the organisation’s values in daily practice.

Staff had received dementia training, which was evident in their interactions. We observed staff using music and song to enhance wellbeing throughout the day. Staff described the training and guidance they received on treating people with kindness, compassion, and dignity, noting these principles were reinforced during handovers, team meetings, and daily communications.

During our observations, staff demonstrated an in-depth understanding of the people they supported. They anticipated needs, responded patiently, and treated people with genuine care. When people showed signs of distress, staff worked to understand the cause and provided reassurance until the person was settled.

Staff demonstrated exceptional kindness and compassion through highly personalised approaches that upheld people’s dignity during moments of heightened anxiety. One creative technique involved the use of wedding dress displays and gentle role‑play. Staff would sensitively dress in the wedding gowns, while male residents took on calm, fatherly reassurance roles. Female residents were also involved in resetting the dress and hair, helping to create a familiar and comforting social interaction.

This example highlights the caring culture within the service, where staff go above and beyond to ensure people feel understood, valued, and supported.

We observed positive interactions between staff and people, including staff maintaining privacy by knocking on doors before entering and treating people with dignity during care. Leaders told us, and we observed, that they routinely walked around the home to observe practice and ensure people were treated with dignity and kindness.

Staff consistently demonstrated kindness and respect towards relatives and visitors, creating a welcoming and supportive environment. A relative said, “We always feel welcome here and the staff are all kind and have time to stop and listen.” We also observed staff being respectful and kind to each other, and a positive working environment.

Leaders actively promoted dignity and kindness by being visible and approachable throughout the home, listening to feedback from residents, relatives, professionals, and staff. This reinforced a culture of openness and care.

The provider treated people as individuals and was exceptional in how 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 were supported to live the life they chose and were valued for who they were. Diversity in backgrounds, cultures, and personal interests was celebrated. For example, 1 person told us they missed visiting art galleries and museums but felt anxious about going out, as using a wheelchair knocked their confidence. In response, management had arranged an art exhibition within the home to make this experience accessible. Local artists were invited to display paintings, photography, and textile designs, and a dedicated space showcased artwork created by people living in the home. This included a framed piece by a person living with dementia, which was displayed to celebrate their past skills and remind them that their creativity still held value. People were actively involved in preparing and viewing the exhibition, and the event generated excitement and conversation. People particularly enjoyed the textile work, as it offered a tactile and sensory experience. The initiative not only enabled people to reconnect with their interests but also created opportunities for social engagement and inclusion for those who lacked confidence to leave the home.

Spiritual and religious needs were respected through regular church services and the celebration of significant dates. Where people wished to form new relationships or maintain intimate and loving connections, this was encouraged and supported. The registered manager told us, “It is about supporting people to have positive relationships and live a normal life. These people had a life before they moved onto The Oaks, and we encourage people to do what they love.”

People spoke positively about how staff respected their individuality. One relative told us, “They helped [my loved one] settle into the home. Everybody was very friendly and patient with [my loved one] and I knew they would be looked after.” One person explained they had moved to the home after losing their partner and commented, “It kept me going and gave me something to live for.” Another person told us, “They make an effort to get to know you. I don’t know how they choose the staff here, but they really are good.”

Relatives also praised the personalised approach. One relative said, “The carers know all [my loved one’s] likes and dislikes, it is like a family.”

People’s care plans contained detailed information about their social histories, preferences, and values, and staff demonstrated a clear understanding of what mattered to each person. For example, a person had shared that they loved shopping but now felt anxious going out due to dementia and limited mobility. The team had created a shopping experience by setting up clothing rails using donated items, created a mock till and receipts, and provided role‑play £1 notes to make the activity feel familiar and empowering. With support from local youth volunteers, people were able to browse, chat, and make their own “purchases,” leading to high engagement, nostalgia, and visible joy. Families described the event as a magical experience, and the home now plans to run these sessions seasonally.

Staff recognised that 1 person had a lifelong interest in caring for birds and used this knowledge to help manage moments of distress. After showing a bird video, which immediately helped them relax staff created laminated bird images with personalised questions based on past conversations. These were placed in the person’s room, so he always had something meaningful to focus on. This simple, tailored approach now helped them regulate emotions more easily, supporting a more positive mood and improving day‑to‑day wellbeing.

One staff member explained, “When someone new moves in, we spend time getting to know them and try different approaches to help them settle in.”

During our inspection, we observed people receiving personal care in ways that reflected their personalities and preferences. People told us they were treated as individuals and staff took account of their needs and preferences. A person told us, “They are very caring. I joined my [loved one] in here, but she passed away 6 weeks ago. They have really looked after me since then.”

The provider strived to instil a culture of care in which staff truly valued and promoted people's individuality and protected their rights. There was a commitment to valuing people as individuals, supporting them to meet their full potential and achieve their individual aspirations. The provider, managers and staff emphasised the importance of recognising individuals’ strengths to help build confidence and promote independence.

The promotion of equality and diversity was thoroughly embedded in the service. This approach supported staff to truly respect people as individuals and protect people from any discrimination which may occur, because of a person's sexuality, race or religion.

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

The provider was committed to promoting independence for people living with dementia, recognising that this enhanced quality of life by preserving skills, maintaining routines, and slowing cognitive and physical decline. It also boosted self-esteem and emotional well-being while reducing frustration and agitation.

People told us there was “always something going on” in the home. One person said, “There are always activities every day – movie mornings, crafting and music. I’m never bored.” Communal areas were thoughtfully designed to stimulate engagement, with features such as mannequins in wedding attire to spark conversation, a park bench with autumn leaves, and a bird box playing bird sounds. Staff shared that wearing the wedding dresses had a calming effect on people who were distressed.

We observed staff offering gentle prompts and encouragement, enabling people to do as much as possible for themselves and join activities to maintain independence. A dementia-trained barber visited regularly, using music and images to relax people, funded by the provider.

The home had a dedicated activities team and welcomed local students for work experience. A new seven-seater electric vehicle supported outings. One person said they had enjoyed a shopping trip, and plans were in place for regular excursions to local attractions and health appointments.

Community links were strong. A local school visited to share stories and singing, which people enjoyed. One person told us, “I don’t stay in my room all the time. If I want to, I can go down to the lounge. I do different things to keep me occupied. I like the crafting activities. I’m never bored.” Another said, “I like the bingo, and I loved the Halloween party.”

People also enjoyed trips outside the home and the on-site café, which offered a social space for residents, relatives, and even emergency services. Relatives praised the activities team. One relative told us, “They’ve created amazing memories for us to cherish, sending photos of [my loved one] having fun.”

Where people wished to maintain independence in aspects of care, this was supported. For example, 1 person was enabled to visit the gym, hairdresser, and local coffee shop independently. People were also encouraged to personalise their rooms with items from home.

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.

We observed staff responding to people in a timely and caring manner. When a person became upset, a staff member immediately approached, gently held their hand, and offered reassurance, remaining with them until they were settled. A relative told us, “The staff are very attentive and provide support when it is needed; they are amazing carers.”

Call systems were discreet and effective. When someone pressed their buzzer, an alert was sent to staff’s handheld devices rather than sounding throughout the home. This ensured staff were aware of support needs without causing unnecessary noise for others.

On the rehabilitation household, staff responded promptly to people who became unwell or needed help settling in after hospital discharge. One person said, “The staff do come quick when I press my buzzer. I didn’t feel well a few days ago and they came and helped me.”

Interactions showed staff and people knew each other well, enabling quick and efficient responses, particularly for those with limited or alternative communication methods. We observed staff responding promptly to call bells and offering reassurance to people displaying anxiety or distress. Staff were patient and kind, taking time to sit with individuals until they felt calm and relaxed.

Relatives confirmed the service responded well to people’s needs, including seeking medical attention and administering pain relief when required. People told us they received their medication for pain relief when they asked for it

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. The provider offered a structured preceptorship and coaching programme for nurses and caregivers, giving staff clear development pathways that improved confidence, competence, and retention, while leadership coaching further strengthened team resilience.

All staff we spoke with consistently told us they enjoyed working at the home and felt supported in their roles. They were complimentary about the registered manager and provider. One staff member said, “I actually feel happy and safe. I feel like I am valued. Staff and residents make me feel valued.”

The provider and management team understood the importance of promoting staff wellbeing to enable person-centred care. Initiatives included having no distinction between staff uniforms, ensuring equality regardless of role, and providing a dedicated room for prayer or breaks. Staff also had access to a staff discount scheme, offering discounts at various outlets.

New staff received a comprehensive handbook outlining the provider’s ethos, philosophy of care, and commitment to respectful language. A buddy system supported new starters until they felt confident in their role. One staff member told us, “I felt the induction was good. As someone new to care, it really helped me. I feel fully prepared for my role.”

During recruitment and induction, individual needs were assessed and reasonable adjustments implemented. For example, a care team member’s cultural belief prevented her from providing personal care to the opposite sex, so allocations were adapted while ensuring full inclusion. Similarly, another staff member with ADHD and dyslexia received tailored support, including structured check-ins, clear feedback, and a strength-based approach, enabling her to thrive and reinforcing psychological safety. A staff member told us, “I complete work in the way that suits me best. I am then supported with things such as correcting typos or formatting, without judgement.”

Additional support was provided for training and technology access, with policies available in accessible formats. Staff were motivated and driven to support each other and deliver high-quality care. Communication was strong, with all staff having individual email addresses to share information and contact managers or the provider directly. One staff member said, “I feel supported by managers. I’ve learnt so much in my first year. You can always speak to someone, especially the management team, if it’s personal or work-related.”