Oxton Manor

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 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. We observed people being treated with dignity and respect by staff who knew them well. Staff spoke warmly about the people they supported. One commented, “I do feel there is a culture of kindness, we always treat everyone with respect and kindness.” Family members spoke positively of the staff and the care people received. A family member said, “[Name] can’t speak for themselves, but I think [Name] is having fantastic treatment there.”

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’s care plans were designed around their needs and were regularly reviewed and monitored. Some people were unable to use spoken words to communicate. Staff used Makaton signs as well as pictorial prompts to assist people with their communication. Makaton is a communication programme which uses symbols (pictures), signs (gestures) and speech to enable people to communicate. The deputy manager had specialist skills in this area which meant they could continue to train new staff.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to make day to day choices and do as much as they could for themselves. We observed people making their own drinks and going about their everyday activities both within the home and out in the local community. One person was encouraged to be independent in managing one aspect of their medicines and associated health condition. People were supported to maintain and develop important relationships and there were no restrictions on visiting. People had plenty of opportunities to participate in activities both at home and in the community. We saw many activities were taking place. For example, shopping, eating out, local walks and employment. People were keen to speak to us about their plans for the day. One person had planned an activity with the support of staff and told us they were looking forward to 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. Some staff had worked with people for a long time and recognised a person’s happiness as well as distress through understanding certain behaviours. For example, one person was becoming distressed by our presence. Staff were confident to raise this with us which meant we could end our visit and prevent an escalation and further negative experience for the person.

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 had systems to reward and recognise staff including vouchers and small gifts. The registered manager provided some sanitary products and at times, refreshments to staff to assist their comfort when working.