Haywood 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.

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.

Throughout the assessment, we observed staff interacting with people in a warm and considerate manner. They took time to engage with individuals at their own pace, used respectful language, and demonstrated an understanding of people’s preferences and communication needs. Staff supported people in ways that upheld their privacy and dignity, including during personal care and day‑to‑day routines. One person stated, “Generally they’re kind and lovely people.” And another said, “They’re always polite and kind and never get cross.”

The provider treated people as individuals and made sure their care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics, which supported people to live in a way that reflected what was important to them.

People we spoke with consistently told us they felt respected as individuals and were able to make meaningful choices about their daily lives. This approach promoted independence, dignity and emotional wellbeing. One person living at Haywood Oaks told us, “Bedtimes are absolutely up to me,” demonstrating staff supported people to maintain control over their personal routines. Another person said, “I choose what to wear and like to be in my room but will go along for meals and maybe an activity,” showing their preferences for privacy, social interaction and participation were respected.

The provider promoted people’s independence so that people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to do as much for themselves as possible, while providing the right level of assistance when needed.

People told us they were encouraged to maintain their independence and were supported in a way that respected their abilities and wishes. One person said, “They like me to do as much as I can by myself,” which demonstrated staff focused on empowerment rather than doing tasks for people unnecessarily. Another person told us, “I can’t do a lot myself now, but they let me wash what I can reach and help me dress,” showing support was adapted to changing abilities, while still promoting dignity and self care.

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.

Staff were attentive and responsive to people throughout the day. People were supported promptly when they requested assistance, and staff were visible and available within communal areas, which provided reassurance to people and relatives.

Where needed, people had access to call bells to alert staff to their immediate needs. People told us they felt confident using these systems and that staff responded in a timely manner. One person said, “I try not to use it much, but they come quite quickly,” which demonstrated people felt supported and reassured that help was available when required.

Relatives also shared positive feedback about staff availability. One relative told us, “We always see a few staff in the lounge when we visit, and there’s always someone around to ask anything.” This visible and responsive approach helped ensure people’s needs were addressed promptly, reduced anxiety and promoted a sense of safety and wellbeing.

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

Staff told us they felt supported, valued and confident in their roles. The provider fostered a positive working environment where staff felt able to raise concerns, seek guidance and reflect on their practice. Regular supervision and accessible management support helped staff feel empowered to deliver care that focused on people’s wishes and wellbeing.

Despite some care plans lacking clear guidance, staff demonstrated a strong understanding of the people they supported. Staff knew people well, understood their preferences, routines and communication needs, and provided care in line with people’s wishes. This continuity of knowledge and relationships meant people continued to receive individualised, compassionate care even when written guidance was not always fully detailed.