Oakham 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 assessment we rated this key question requires improvement. At this assessment 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.

Staff interacted with people in a kind and respectful manner. They knocked on bedroom doors before entering and ensured doors were closed when people were being supported with their personal care needs. Staff offered support to people in a discreet way, to ensure their dignity was respected.

People were treated kindly and with compassion. On person said,“The staff are extremely friendly and helpful, and don’t try and take over. I can go to any to ask for help.” A relative told us, “They’re [staff] amazing. They all know my name too and are so kind. I feel like I’m going in to a family each time.”

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 supported to spend time with their families and enjoyed activities both in the local community and the home. The provider organised for mobile hairdressers and entertainers to visit for people who could not or did not want to go out. One person said, “We go to what we like, and they’ll ask us to join in. We went to the church service here. The quiz was good too.” A relative told us, “[Relative] does a lot of drawing, reading and writing. [Relative] goes in the garden to do planting; there is plenty to do.”

The service had a dedicated activities team responsible for developing and supporting a programme of meaningful activities tailored to the needs and preferences of people living at the service. One staff member told us, “What I enjoy most about my role is that I give residents the quality of life, the empowerment and the confidence to do the things they enjoy doing. I love hearing about their life stories and getting to know them so activities can be tailored on a person-centred approach.”

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 maintain their independence and were encouraged to make choices about how they spent their day. Staff respected people’s individual preferences and supported them to make decisions in line with their wishes. One relative told us, “They have great respect for [relative’s] autonomy; they encourage [relative] to make their own decisions. They encourage [relative] to eat but would never force [them]. They always ask permission, they never assume.”

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 attentive to their needs in a timely way. Daily records mostly reflected care was delivered in accordance with people’s care plans. During observations, staff responded promptly to people who presented with discomfort or distress, ensuring their needs were met. However, as detailed earlier in the report some feedback form people indicated staff did not always respond to people's requests for assistance in a timely manner.

Staff anticipated people’s needs by ensuring they were available and could observe what was happening. For example, where people were at risk of falling, sensor equipment was used to communicate to the staff team that people were mobilising.

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 they had a good staff team and that there was enough of them working each shift. Staff told us they felt supported by the registered manager and provider. There were regular staff meetings and supervisions to discuss any issues or the running of the service. One staff member said, “I feel that the management team and organisation support me well. If I need help with anything they are always there to help me.”