Oak Hill Mansion

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 service. This key question has been rated 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.

People told us that staff were kind and caring. A person said, “All the staff are nice, I get on well with quite a few.” Staff knew how to respect privacy and dignity. A person said, “I prefer a female carer to do my personal needs, and I can ask for this if I feel like it.” We observed staff talking to people in a kind and compassionate manner.

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.

A person said, “I like Lancashire Tea and so they get that especially in for me. We can do any activities that we want. I like to read so I get books brought in for me and then I can pass them on to the other residents.”

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

Staff asked people how they would like to spend their time, and this was supported. People could have their own routines such as when to get up, eat and drink. Staff understood the importance of supporting people to maintain as much independence as possible. A person said, “We can please ourselves here, the food is excellent, and we get a choice. It is beautiful here I cannot fault it.”

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.

A person said, “If I buzz for staff, they come straight away.” Another person said, “If we are not well then they get the doctor to come in to us, anything we need we just have to ask. They cannot do enough for you; everyone is happy here.” Staff could respond to people in a timely way. Staff understood people well which meant they could respond appropriately and effectively.

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

It was evident that the provider and manager valued the staff and reflected this in different ways. The provider gave out staff thank you cards and brought in ‘treats’ for the staff on a regular basis. The provider was exploring more formal methods to promote workforce wellbeing. We observed positive and encouraging interactions between management and staff. Staff said they felt valued in their roles and were particularly complimentary about the new manager.