Oakley Lodge

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.

People consistently described staff as kind, caring and respectful. They told us staff listened to them, respected their privacy and treated them with dignity. Overall, relatives were also positive about the support provided and the relationships staff had developed with people.

We observed caring and compassionate interactions throughout the assessment. Staff took time to reassure people, provide emotional support and respond to their individual needs. Staff were seen communicating respectfully and supporting people in ways that promoted their dignity and wellbeing. People could receive visitors when they wanted, and private spaces were available both inside and outside the home for visits.

Staff demonstrated a compassionate and respectful approach to care, particularly when supporting people with personal care and emotional wellbeing.

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 and relatives told us staff knew them well and understood their individual preferences, routines and interests. People described positive relationships with staff who took time to understand what was important to them.

We observed staff adapting support to people's individual needs and preferences. Staff demonstrated detailed knowledge of people's interests, routines, communication styles and the things that mattered to them. Activities and support were tailored to reflect people's choices and preferences.

Staff and leaders recognised people's different strengths, backgrounds and preferences, and promoted an individualised approach to care.

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

People told us they were encouraged to make decisions about their daily lives, including meals, activities, holidays and routines. People described being supported to develop and maintain their independence, including with personal care and everyday tasks.

We observed people making choices and being supported to do things for themselves where possible. People were supported to develop and maintain independence in everyday activities, including making drinks, accessing snacks and participating in community activities with appropriate support. Staff promoted independence and respected people's rights to make decisions about their own lives, including decisions others may consider unwise.

Staff and leaders consistently promoted a culture of choice, control and independence. Support was tailored to people's abilities and aspirations, helping people develop skills, maintain independence and achieve goals that were important to them.

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.

People told us staff responded quickly when they needed support and provided reassurance when they were worried or upset. Positive relationships between people and staff helped people feel comfortable seeking support when needed.

We observed staff responding promptly to people's requests and preferences. Staff adapted support in the moment, offered reassurance when people were anxious and responded appropriately when people required additional emotional or practical support.

Staff demonstrated a good understanding of people's individual needs and how changes in mood, wellbeing or behaviour could affect them. Leaders promoted a responsive approach to care, encouraging staff to focus on people's needs and wishes rather than fixed routines.

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

Overall, staff told us they felt supported, listened to and valued by leaders. They described receiving support during periods of sickness, family leave and other significant life events, and said leaders considered their individual needs and wellbeing.

We observed leaders providing support to staff during the assessment. Staff described an open and supportive culture and told us they felt able to seek advice and guidance when needed.

Leaders promoted staff wellbeing and provided opportunities for reflection and support, including following incidents involving behaviour of concern.