Osbourne 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 the last inspection under the previous provider, we rated this key question as requires improvement. At this inspection this key question has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

People were very positive about how they were treated with kindness and dignity.

People’s needs were responded to, and they felt they were very much so given choice and control.

There was a staff support system in place by the provider. This promoted good practice and staff who were invested in their role and also the people they supported.

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.

People and relatives told us the management and staff team asked for their views and took any action that may be needed. They said feedback and updates were shared with them. A relative said, “[Information is shared] all the time, and we find this very reassuring.”

Staff told us learning from events, complaints and updates was shared through meetings and handovers. A staff member said, “We are kept up to date with changes to any policies or legislation. We are informed of any complaints or safeguarding’s to help us learn from any mistakes or areas for improvement.”

Learning was taken and shared with the staff team. This was discussed at handovers, team meetings and as part of day-to-day discussions. Since our last inspection the improvements made indicated the team, along with the new provider, had taken advantage of learning from previous issues and worked to change the culture and approach in the home.

People told us they felt they were treated as an individual, in a way they liked. A person said, “Nothing they could do better. What they do well, just how they care for you.” Relatives also felt this way. A relative said, “Very much so and provided with genuine warmth and a smile.”

Staff were able to tell us about people’s individual needs and preferences.

Staff were seen, and heard, offering support as people needed. Where people had a preferred gender of staff to support them, this was respected, and staff were clear on the plan to ensure this was followed.

Care plans were detailed and gave clear information about people’s needs, preferences and lifestyles. These were updated with changes and reflected people’s involvement.

A person had written poetry and this displayed on the wall in a communal area, celebrating their talent. Staff showed this to the person to help reorientate them if needed and the person enjoyed sharing this with others.

People and relatives told us the management and staff team asked for their views and took any action that may be needed. They said feedback and updates were shared with them. A relative said, “[Information is shared] all the time, and we find this very reassuring.”

Staff told us learning from events, complaints and updates was shared through meetings and handovers. A staff member said, “We are kept up to date with changes to any policies or legislation. We are informed of any complaints or safeguarding’s to help us learn from any mistakes or areas for improvement.”

Learning was taken and shared with the staff team. This was discussed at handovers, team meetings and as part of day-to-day discussions. Since our last inspection the improvements made indicated the team, along with the new provider, had taken advantage of learning from previous issues and worked to change the culture and approach in the home.

People said their needs were met swiftly. A person said, “They mostly come quickly.” Relatives were positive about staff approach and how attentive they were to meet people’s needs. A relative said, “On visiting with [family member], we've met with many of the staff members and are aware of their personal interactions in helping with [family members] care. We have not heard otherwise from [family member] at any time that they feel unsupported. The BM Osbourne Court Team is a lovely group of kind caring staff.”

The management team had systems in place which enabled them to have oversight of all care provided to ensure each person received the care they needed when they needed it. Managers spent time supporting staff and carrying out visits out of hours which helped them monitor staff performance.

We observed a senior care assistant checking for gaps on electronic care notes and finding out if the care had been completed and making sure it was done.

We saw staff responding to people when it was needed. The management team carried out checks to ensure people’s needs were met appropriately.

Staff said they felt very supported by the management team. A staff member said, “Osbourne court is such a lovely place now that BM have taken over. [Registered manager] is a brilliant manager and leader. I have had regular supervisions and training, and we are told of any policy changes straight away.

Everyone I see is treated very fairly and allowed to speak their mind about how they may feel about something.” Another staff member said, “I personally am very happy working at Osbourne Court, and feel I get full support from management and my co-workers.”

Staff received regular supervision and training. Updates and information were displayed on the staff notice board.