Oaklands

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 people's privacy and dignity. People said staff were kind and caring, and they felt comfortable, valued and safe. A relative told us, “We are very pleased with their care." Staff described how they knock before entering rooms, offered to close curtains and ensured people were covered during personal care. Through our observations, it was clear staff enjoyed caring for people and genuine relationships had developed.

The provider treated people as individuals and ensured their care reflected their needs, preferences and routines. Staff told us they knew people well and adapted support to meet their choices. One member of staff said, “We get to know the residents well, they are all individuals and have their own opinions.” People told us staff respected their routines, such as when they preferred to get up, where they liked to spend time and what they enjoyed doing. Care was delivered in a personalised and meaningful way, and people continued to feel recognised and valued as individuals.A relative said, "The carers’ are nothing but kind. They spend time and talk about things they know about my [relative].”

 

The provider promoted people’s independence and supported them to make choices about their care. People told us staff encouraged them to do as much as they could for themselves and respected their decisions. One person told us, “The nurses are kind and help me when I need to move.” Staff described how they supported independence, with one saying, “I always encourage people to do all they can, it’s important they keep their skills.” People were offered choices about meals, daily activities and how they spent their time. This meant people, maintained control, dignity and confidence in their daily lives.

The provider listened to and understood people’s needs and responded quickly when they required support or reassurance. People told us staff were attentive, did not rush and were always available when needed. A relative told us, “The staff here are confident and well trained and always available to speak with.” People received timely support and reassurance, helping them feel safe and cared for.

Staff said they monitored people’s wellbeing closely and acted if there were any changes. One member of staff said, “We raise any concerns with the nurse or manager, they always act on it. We communicate well.” Staff described good communication across the team to ensure no concerns were missed and gave examples of adapting care to respond to people’s changing needs.

The provider cared about and promoted staff wellbeing, enabling them to deliver person-centred care. Staff told us they felt supported and valued by managers. One member of staff said, “The service saved me when I was facing a difficult time, this is my extended family.” The registered managers described maintaining an open-door approach and providing daily meetings, regular supervision and opportunities for staff to discuss any challenges. The provider offered wellbeing initiatives, including staff surveys, access to counselling and occupational health services, and social events. Staff said teamwork was strong and colleagues supported one another. Staff felt confident and motivated, which contributed to consistent, compassionate care for people.