Oaktree Homecare Services Limited

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 respect.

This service scored 65 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity.

People spoke well of their regular staff who supported them. Staff were kind and caring. They treated them and their homes with respect. People’s daily care notes were also written in respectful and in a polite way.

However, there were some examples when this was not the case. The registered manager and provider had asked staff to take photos when people had an injury or accident. For 1 person staff had taken photos as they were requested. We were sent these photos when we asked for all the information about how the management responded to accident and incidents. All the images showed a person in a compromising position. This practice and actions did not promote this person’s dignity and privacy. It was also the first action staff were directed to take when they found a person had fallen. This is not caring practice as the first action should be to re-assure the person and act to make them safe. We asked the manager to stop this practice, the registered manager confirmed they had. Although we had to prompt this and explain why this needed to stop.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

The service had improved so people saw regular staff. When people and their relatives contacted the office and requested particular staff, the office staff made sure these members of staff visited these people.

During people’s initial assessment people’s goals and ambitions were explored with them and plans were made. Generally, a key goal for people was being supported to remain in their own homes. The registered manager said people were allocated times which they wanted.

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 their care routines were directed by them. They had got to know the staff and directed them about what they wanted them to do. Staff echoed this giving us examples of people’s personal care routines and how they worked with people to ensure they provided care which the person wanted.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Some people spoke well of the staff responding to their care needs as directed by the care plan and by them. However, there were times when staff did not do this. For example, when a person had alleged items were being taken by staff and another person who had repeat accidents. Intervention was needed from professionals to minimise the risks which they faced and support them and their relatives with aspects of their care. The registered manager took action when we told them about these 2 situations.

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

Staff said the registered manager and provider supported their well-being, through being available when they needed advice about their work. Staff also spoke well of the staff meetings and supervisions the registered manager organised.