Archived: Oakhill House Care 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 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 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, friends and relatives without exception complimented the staff and told us they were very kind and caring. Comments included, “They are wonderful, always happy and helpful,” “Just amazing, really kind and always go the extra mile” and “They are absolutely wonderful, so kind and thoughtful.”

Relatives also spoke about the kindness and compassion shown to them through some difficult times. One relative said, “When staff have seen me upset in the past, they have given me time and a hug.”

Staff respected people’s privacy and dignity with daily activities. A relative told us, “They always respect his privacy, they do any personal care privately and close curtains at windows in case people can see in.”

Staff had a good relationship with colleagues from other organisations and treated them with respect and in a professional way. Visting professionals told us, “The nursing staff are diligent and seek advice whenever they have their concerns.” And “Staff are attentive and make themselves available.” Relatives and friends all said the staff were available and approachable.

During observation staff were seen to be polite, respectful and kind. They showed a genuine interest in people, their relatives and friends. They took time to talk and listen to people. People were comfortable with staff and there was a genuine feeling of affection between them. One staff member said, “I treat people as I would want to be treated.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff knew people’s personal histories, cultural backgrounds and what interested them and what was important to them. They worked with each other and people to support individual needs and promote people’s strengths, abilities and aspirations. We noted staff supporting people’s cultural needs. One person was praying in their room, and staff ensured their privacy was respected and they were positioned towards Mecca.

Staff had worked with a person who when admitted was very distressed. They tapped into their individual wishes and abilities and were able to improve his level of well-being. Visiting professionals were impressed with the approach of staff and 1 told us, “The nursing home do an incredible job in promoting resident’s wellbeing. The home went above and beyond for one person supporting them in getting a multitude of painting canvases. They are a great example of really celebrating their resident’s talents and skills and invest in facilitating their expression of this”. Another professional said, “The manager is a cheerleader for showcasing resident’s talents and skills to really give them a sense of belonging at the nursing home and of purpose.”

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 that staff encouraged them to make choices and were listened to when they made choices. A relative told us, “Staff are so good at explaining what they are doing and involving people in the care being provided or planned.” Staff told us, “We don’t want to stop people doing things, so we have to be available when needed.”

Staff told us they could work flexibly as they had enough staff to allow this which gave people more choice. One said, “We are flexible around when we can help with showers to suit when people want 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.

Observations confirmed staff were attentive and available to respond to people’s need as and when people needed them. The communal areas were well staffed, with staff providing ongoing observation and contact for people. Staff were seen talking and asking people if they needed anything and just checking in with them to see they were OK. One person told us, “Staff always come quickly if they are needed.” A relative said, “Staff are always in and out checking on him.”

For those people in their own rooms call bells were answered promptly and regular checks were completed on people who were not able to use call bells. An audit of call bells confirmed bells were responded to promptly. When a delay was noted, this was followed up on to identify the reason to explain this delay. For example, an emergency event in the service. People had call bells within reach and said they could use them.

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

Staff all spoke positively about how they were treated by the management team and their colleagues. All staff said that they enjoyed working at Oakhill House. Many had worked in other services and had made a decision to choose this one to work in permanently. Staff comments included, “I love working here, everyone is treated fairly,” “We are all a great support to each other,” and “If we have personal or family problems, we look after each other. We cover each other’s shifts. I needed to sort something out at home, and I was able to go. It was not a problem, and the work was covered till I got back,” “We care about each other we have a good team here.”

Staff felt they were supported and valued. They said there was enough staff, the pay was good, and they were able to have some meals depending on the shifts they were working. The fact that the managers were approachable and listened also supported staff well-being. We saw that the registered manager valued staff and showed she cared about them. She was heard asking staff how they were and how were they doing.