Oak Field

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.

Staff treated people with respect, patience, and kindness, and we observed positive and supportive interactions throughout the inspection. For example, when one person became unsettled, staff spoke calmly, offered reassurance, and used gentle prompts to help them re-engage in an activity of their choice. This approach helped the person feel reassured and in control. Relatives told us they felt confident their loved ones were safe, well cared for, and supported by compassionate staff.

One relative commented that their family member was now happier and more settled compared to a previous placement, which gave them peace of mind.

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.

Care plans were personalised and detailed, reflecting people’s preferences, routines, and cultural needs. Staff adapted their approach to support each person’s individual circumstances, ensuring care was flexible and respectful of personal choices.

For example, one person’s care plan included regular visits to see their relative every week. Staff supported them with travel arrangements and planning so they could maintain this important family connection. Another person was supported to attend church services, with staff helping them prepare, organise transport, and participate in community worship.

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

People were supported to take part in daily living tasks that promoted independence and self-confidence. This included preparing light meals, managing laundry, and choosing their own activities.

Staff told us their goal was to enable people rather than do things for them, and we observed this approach in practice. They encouraged people to do as much as they could for themselves while providing the right level of support where needed.

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 supported people with accessible communication tools to prepare them for new or potentially unfamiliar situations, such as attending hospital appointments. These included the use of pictorial references, easy-read documents, and simplified language to explain what would happen and what people could expect.

This approach helped to reduce anxiety, increase confidence, and improve understanding, ensuring people felt reassured and supported when facing changes to their routine.

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

Staff told us they were happy working for the provider and felt well supported in their roles. The service had a designated wellbeing champion, and staff said this contributed positively to their morale and workplace culture.

The provider promoted a healthy work-life balance by offering staff away days and wellbeing initiatives. Staff also described practical benefits, such as support with childcare costs and access to an Employee Assistance Programme (EAP), which provided confidential advice and guidance when needed.