OSJCT Coombe End Court

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 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.

People and relatives told us staff treated them with kindness, compassion and dignity. We observed staff treating people well throughout the inspection. Managers completed regular observations of the way staff were working, to ensure people were treated well.

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 told us staff treated them as individuals and met their specific needs. Staff demonstrated good knowledge of the people they supported and their individual needs. Details of people’s individual needs were reflected in their care plans.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Incidents and accidents were recorded and reviewed by managers to ensure action to reduce the risk of a repeated incident were taken. Learning from incidents was shared with all staff to ensure they understood any changes to the way they needed to support people. Information from incidents was included in staff handover records, to ensure staff had key information at the start of their shift. Managers could access these systems remotely, meaning senior managers could maintain oversight of what was happening in the service.

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.

People told us staff responded quickly when they requested assistance. The management team regularly checked care records and completed observations to make sure support was provided in a timely way. Call bell response times were reviewed monthly and any incidents in which non-urgent calls were not responded to within 5 minutes were investigated. Throughout the inspection, we observed staff responding promptly to the call bells and requests for assistance.

The provider cared about and promoted the wellbeing of their staff, and they supported and enabled staff to always deliver person-centred care. Staff told us they received the support they needed to do their job well. They said managers were open and they were able to share any concerns they had. Staff were confident managers would act on any concerns they had.