Oakdene Rest 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.

Staff treated people with kindness and respect. A person told us, “They are friendly and make me feel at home.” Relatives commented; “Staff are amazing, carers as young as they are, have been amazing, so patient and very kind.” And “[Staff] are respectful, they never barge in, they knock.”

Staff were seen chatting with people throughout the day and during activities and mealtimes, creating a homely and inclusive atmosphere. Staff were enthusiastic about providing good care for people in their home. A staff member told us, “I love care, I went into this sector hoping to make a difference.”

We observed staff knocking before entering rooms and speaking gently when offering support. Staff described how they protected people’s privacy and dignity and we observed staff supported people with discretion and kindness.

The management team ensured people were treated as individuals and this was a value that was displayed in the service. Staff knew people well and tailored care to their preferences. A person told us, “They know me well”, and another said, “I have a routine, and they know how I like things done.” A staff member confirmed, “I give people choice, people pick their clothes out. A lot of them have their own routine in their head they like to stick to, so we stick to their routine and not ours.”

A relative commented, “[Staff] are caring and compassionate, and treat each and every one as an individual because they know and understand their residents, likes and dislikes and their ‘little ways’ and allow them their dignity and make them feel valued.” Another relative said, “They all know [person], [they are] not lost in a big service. [Staff] know the way [person] is."

People were encouraged to do as much as they could for themselves. A person said, “I like to do everything for myself, but they will help me if I ask.” Another person told us, “Staff encourage me to do as much as I can for myself so I can be independent.” A relative said, “When [Person is] having problems [staff support them] but [Person supports themselves] when [they] can.”

We saw staff offering choices about meals and activities. A staff member said, “There is not a routine, every day is a different day, we wash and dress people when they want to.” Relatives confirmed staff supported people to make decision about their care and how to spend their time. A relative said, “[Person] is always given choice, it’s bedroom or the lounge…Meal-wise there is always a choice."

Staff were aware of people’s immediate needs and responded to people’s needs in the moment. For example, we observed staff responded to people’s needs quickly when people asked for help and provided care in a way that met their preferences. Staff communicated discreetly amongst themselves to ensure they worked as a team to meet people’s needs in a timely manner. People told us, “If I need them, they come quickly.”

Staff acted to minimise any discomfort, concern or distress and provided care in line with people’s needs, views and wishes. We observed staff engaged with people in their interests and knew how to offer support that people felt comfortable to accept. Staff were observant and complimented changes in people’s appearance. A relative said, “[Person] is quite happy, the staff are attentive."

The provider cared about the wellbeing of their staff and staff reported that they felt enabled to develop in their roles if they wanted to. Several staff fed back that they received development support and had progressed in their roles within the service. Staff felt they had the training they needed to carry out their roles. A staff member said, “[Registered manager] has been really supportive with me doing [training and my role], they have been amazing with it. The provider had introduced Champion Folders, designed to strengthen staff skills and good practice across key areas of care.

Staff received regular supervision which reviewed any training needs, asked them about how they were doing in their role, and gave opportunity to raise any concerns. The management embraced the opportunity to share positive feedback with staff to support their well-being.

Staff spoke positively about teamwork and support from managers. A staff member said, “It’s like a little family – you are around these people more than at home.” Another told us, “Whenever I need support - they help every time."