Oak 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.

At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to 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 they felt valued and cared for. One person said, “The staff are lovely, they always have time for me.” Relatives described the home as welcoming and supportive. Staff maintained people’s dignity during personal care and were discreet and professional in their approach.

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 and include people in experiences at the home. For example, during Nutrition and Hydration Week, staff and people at the home enjoyed mocktails, fruit salads, and smoothies, promoting healthy habits in a fun and engaging way. The chef trialled a new menu based on people’s feedback, and improvements were made to food presentation for those dining in their rooms, resulting in better intake.

Care was person-centred and tailored to individual needs. Staff knew people well and understood their preferences, routines, and cultural backgrounds. People were supported to express their identity, and staff respected religious and cultural practices. One relative told us, “They really understand what matters to [person] it makes a big difference.”

Staff had also worked with people to create a vibrant Olympics-themed garden corridor filled with bright colours, artwork, and gardening items. This space uplifted people and encouraged interaction with plants and personalisation of the environment. Also, a previously unused area near the nurses’ office was transformed into a quiet relaxation zone with sensory and interactive items, including a homemade fiddle board, helping to reduce stress and promote wellbeing.

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 encouraged to make choices and maintain independence. Staff supported people to do as much for themselves as possible, using adapted equipment and gentle encouragement. People chose how to spend their day, what to eat, and when to receive care. One person said, “I decide what I want to do, they never push me.”

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. Call bells were observed to be answered as quickly as possible, and people told us they never had to wait long for support. Staff were attentive and noticed when people needed help, even without being asked. One person said, “They always check on me, I feel safe knowing they’re nearby.”

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 felt valued and had manageable workloads. There were opportunities to give feedback, and leaders were approachable. Training and supervision were in place, and staff felt confident in their roles. One staff member said, “It’s a good place to work, we’re supported and listened to.”