Oakley Grange

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 inspection for this newly registered 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 80 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During our inspection we saw staff engaging with people in a warm and unhurried manner and taking time to listen to what they had to say. Feedback from people confirmed staff were kind and caring in their approach. Comments included: “All the staff treat me nicely with dignity and respect”, “I am very happy with the girls, they have a very gentle nature” and “We are very happy with the staff, we have the utmost respect for them.”

Relatives were equally positive about the staff team and their caring approach to their family members. One relative told us, “I can only speak of my personal experience, but carers seem very passionate and committed.” Another relative said, “We can’t fault the care. They take good care of [Name] and they are always very open and friendly.” Other relatives told us, “The staff are genuinely kind” and “The staff are so lovely and considerate.”

One relative told us how their observations of staff interactions gave them confidence their family member was treated with care, consideration and patience. They explained, “Staff don’t appear rushed and they are very patient. There’s 1 carer and I watched him with another resident. She was asleep and woke up and was clearly disorientated. He was very tender, very caring, saying ‘it’s okay’ and she looked at him and, in her face, you could see she instantly felt safe. It made me feel very emotional as I know they’re the same with my Mum.”

A visiting healthcare professional told us, “The staff are all lovely and they have got a lot of things going on. You get a warm feeling when you come in."

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.

People generally felt staff took time to understand their individual needs, abilities and backgrounds. Comments included: “They do support us how we like it”, “They are beginning to understand us. I think they make our day better, they stimulate us and are very sympathetic” and “I think they know me very well, they take time to get to know me.”

Relatives gave examples of how the care their family members received demonstrated that their history and individuality was respected and valued. One relative told us, “In the course of the assessment [Name] was reminiscing how [relative’s name] would always say at 4.00pm “do you fancy a sherry”. When [Name] moved in, there was a card that said, “really excited to have you with us” and a lovely bottle of sherry.” Another relative said, “When they came and did an assessment with [Name], they got down on her level and really engaged. As a result, we as a family felt it was absolutely the right fit.” A third relative commented, “On [Name’s] birthday, they made her a beautiful cake with prosecco, and she was made a fuss of. [Names of staff] will sit down and have a little chat with her and a laugh. There are several times in the timeframe of a day where somebody will go above and beyond.”

Staff spoke about people with interest and understanding of their individual needs. One staff member told us, “Everybody is an individual in their own right. Whatever their illness is, it does not define them. It is like living in a real-life history book. The more you know about an individual the more enriched or the better experience they can have."

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

People were encouraged to make choices daily from what to wear, what to eat and the way they wanted their care delivered. This helped people to maintain independence and control in their lives, boosting their confidence and emotional wellbeing.

One relative described how giving people control and respecting their choices made their family member feel comfortable and at home. They explained, “Staff are not quick to clear things away which makes [Name] feel it is familiar. She had things everywhere at home. They don’t interfere; they let her live in her own space how she would at home.” Another relative told us, “[Name] asked for a box for her laundry instead of a bag. They acted on it straight away and next day there was a box.”

People told us that having the right support in place, gave them confidence and independence. One person told us, “They used to put me to bed but now I do it myself. They gave me the confidence to do it.” Another person said, “If I go to the shop, they walk me to the gate and I go on my own, it’s next door.” A relative confirmed, “[Name] didn’t have independence before living at Oakley, they’ve given them their independence back.”

Staff supported choice and independence by offering people the opportunity to engage in a range of meaningful activities to improve their physical, emotional and social wellbeing. Activities were planned around people’s hobbies and interests and people could participate in ways that suited them. Some activities particularly promoted social participation and enjoyment such as a singing group, pub lunches and music therapy. One person told us, “There is a list of the activities on my table over there. I enjoy the armchair exercises, quizzes and bingo.”

Relatives were positive about their family members opportunities to engage in activities and events. One relative told us, “There is a broad spectrum of events. [Name] went to one which was a talk with a gentleman from the police right up to singalongs and art classes. Activities are not an issue at all.” Another relative commented, “I don’t see the staff being rushed. There was a singing thing this morning, ‘local vocal’ and there is always a couple of carers in there, but they are also joining in. They are allowed to do that, they are mindful of the residents, but they are taking part.”

Relatives and friends were encouraged to visit the home and spend time with their family members. Some activities, such as the lego club, were specifically designed to promote intergenerational engagement and encourage people and visitors to spend meaningful time together.

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.

Overall, people told us staff were available and quick to respond when they needed support. Comments included: “They answer my bell fairly quickly usually”, “If I ring my bell, they are very prompt” and “I have a bell to carry around and 1 by my bed. They never take too long to come, even at night.” A relative told us staff were able to respond quickly to people’s needs because they maintained a presence in communal areas. They told us, “Because [Name] is upstairs on the dementia unit, they’ve always got a presence.” Managers monitored call bell response times and completed monthly audits on call bells to ensure staff were responsive and there for people.

During our inspection we saw staff were observant of people and responsive when they needed help and support. For example, 1 staff member was supporting a person and observed another person walking without their frame. They immediately alerted another member of staff who quickly intervened to ensure the person’s safety.

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

The registered manager reflected a proactive approach to supporting staff wellbeing and commented, “It is important that we are looking after the wellbeing of those individuals we are asking to look after our residents. If they are exhausted, then our residents are not going to be well cared for."

The provider promoted flexible working arrangements to accommodate caring responsibilities, religious observance and disabilities. An employee assistance programme gave staff access to support services which promoted emotional, physical and financial health and a wellbeing programme offered opportunities for staff to learn a new skill, maintain or develop their fitness and make new friends.

The commitment of longstanding staff was celebrated and outstanding care recognised. One relative told us, “They also have a recognition scheme for staff which we are always actively invited to participate in. We are always encouraged to think of all the staff, laundry and kitchen.” A member of staff who had received recognition for their work told us, “It gave me such positivity, I was so happy.”