Oaks Care Holdings LTD

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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered 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. People were provided with kind and compassionate care by staff. Staff treated people as individuals and supported them in their independence.

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.

Staff treated people with kindness and compassion and respected their privacy and dignity. One relative told us, “We have had care before, but this agency is far superior. It’s how they chat to him. They are very good at how they wash him and there is an air of kindness.” A second said, “I couldn’t ask for anything more. [Staff name] is very gentlemanly. He always takes time to chat to him when he first comes, asking about his day, etc. He shakes his hand.” The registered manager told us, “It’s why I set up this company. I felt I could make a difference and provide personalised care.”

Staff treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Care calls were changed or adapted as people needed. A relative told us, “They (the service) is very flexible.” Another said, “He (carer) has a good connection with [person’s name] and communicates with him. He shows him respect and he understands him.” The registered manager treated people as individuals, telling us, “If people want to go to bed at a certain time, or have their breakfast before their wash, we will work around that.”

Relative’s felt their family member was involved in their care and could make their own decisions. The registered manager told us, “[Person’s name] wishes a call at 09:30am and [person’s name] likes to go to bed at 8:30pm. We make sure we meet their requirements. Everyone is different.” A staff member said, “I respect any decision they (people) make.”

The registered manager was responsive to people’s needs. A relative had contacted the registered manager on the morning of our inspection to request care calls for the following weekend in addition to the usual weekly calls. The registered manager agreed to this informing the relative as such. This meant the person and their family member could be assured there would be no interruption to the care being provided.

Staff told us they felt supported by the registered manager. They said they had the training and supervision they required to help ensure they were confident in their role. A staff member said, “[Registered manager] is always there if I need him and he is very reasonable. He also does spot checks. I never know when he is coming, he just turns up.” The registered manager told us, “I checked in on a staff member when a client passed away. All staff have a wellbeing plan and we do a debrief if things happen. We encourage staff to speak about things.”