Oiza Healthcare 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.

This is the first assessment for this service. This key question has been rated 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.

Staff were able to explain how they respected people’s dignity. One staff member told us, “I ensure privacy by closing doors and curtains, speaking respectfully, and maintaining confidentiality. I support dignity by treating people respectfully, listening to their preferences, and encouraging independence with tasks they can do themselves.” Relatives confirmed staff treated their family members with kindness and compassion. One relative told us told us, “I couldn't speak about staff more highly.”

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 were involved with their care planning and staff were provided with detailed written information regarding people’s history, culture and backgrounds to ensure staff treated people as individuals. A relative told us, “The fact they [staff] speak Punjabi helps enormously.” This meant people received personalised and culturally sensitive care because staff understood their individual histories, backgrounds and communication needs.

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 supported to regain their skills and independence. For example, one staff member told us, “I have made a difference by supporting someone to rebuild confidence after hospital discharge by gradually increasing independence with personal care and community access.” Where people had specified, they only wanted a female carer worker we found their choice was respected. Relatives told us their family members had choice and control, one relative said, “As a family member we are a team with the agency, which is excellent.” This meant people were supported in a way that promoted their independence, respected their preferences and upheld their dignity, with staff and families working together to ensure care was personalised and empowering.

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.

Staff knew people well and were able to clearly describe their needs, preferences and how they recognised early signs of changes in health or wellbeing. One member of staff explained, “I identify any deterioration by monitoring changes in behaviour, appetite, mobility or health conditions, and I report these promptly to healthcare professionals and management.” This meant that concerns were identified early and that people received timely support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff who provided us with feedback told us the registered manager and office staff were approachable and they were supported. One staff member told us, “I receive regular supervision and team meetings where performance, concerns, and development needs are discussed. I feel well supported by management.” This meant staff felt valued, supported and equipped to deliver consistently person‑centred care, contributing to positive experiences and outcomes for people using the service.