The Oaks

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives

The management team were visible in the service and had oversight of the service provided. However, governance systems and process required further development to ensure the service stayed up to date with best practice and drive improvement. A person-centred culture was encouraged and supported. Staff worked well with each other and people using the service. The management team were committed to developing the quality of the service.

Right Support: Model of Care and setting that maximises people's choice, control and independence

People lived in a pleasant and clean environment, they were supported to decorate their personal spaces how they wanted. The provider took responsive action to make changes to the environment to meet people's needs. There was a clear focus on independence and people were encouraged to achieve goals that supported this. People's health needs were supported and staff worked in collaboration with professionals. Individual risks to people and from the environment were assessed and responded to. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this

practice.

Right Care: Care is person-centred and promotes people's dignity, privacy and human rights

People received person-centred care that met their needs and interests. They were supported to access activities of their choice and the local community. Staff were kind and caring. People's dignity was promoted. Systems were in place to ensure people and relatives could provide feedback on the care they received. Staff listened to this feedback and made changes when required.