Osbourne Court

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At the last inspection under the previous provider, we rated this key question as requires improvement. At this inspection this key question has improved to good. This meant people’s needs were met through good organisation and delivery.

People and their relatives felt care and support provided was person centred.

People’s care plans included information about support, health and social needs. People had access to services.

People and relatives were positive about the sharing of information. This included communication and listening and involving people. There were opportunities for meetings for people and relatives to attend.

People received equity in access and experiences and were given the same opportunities.

People were supported to plan for the future. End of life care plans were in place to help ensure people were supported appropriately and well at the end of their lives.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People felt their needs were met in a way they liked. A person said, “They do things how I like them.” Relatives all told us they were happy with the care provided. A relative said, “Very much so, every member of staff in the home from admin to kitchen and housekeeping know [Family member] very well and go out of their way to try and help them. It's taken them time to trust carers, partially due to their personality and lack of understanding regarding their condition. All staff have worked really hard and personalised their care and approach.”

Staff told us they felt they provided person centred care. A staff member said, “The service fully supports Person Centred Care, every resident is different, with likes and individuality, and they are all treated according to this.”

We spoke with staff, and they were knowledgeable about the people they were supporting and the support they required. A member of the management team told us they were carrying out spot checks and supervision of staff to help ensure they worked in person centred way.

Care and support were provided when needed. People looked well dressed, comfortable and in accordance with their preferences. Care was delivered in a way that catered to individuals. One person had been supported to help improved their sleeping pattern and they told us about the difference this had made to them. Another person had been supported to improve their mobility and was now walking when they hadn’t been able to for some time. Some people had chosen to remain in bed, or in their rooms, but staff were going to check on them regularly to see if they needed anything.

Care plans were personalised and ensure they captured people’s needs, wishes and preferences. There was a clear record of people’s goals and the approach to be followed for staff to help people achieve these. A person who had not been out for a number of years had a goal to go to a favourite event. The person was supported by staff to build their confidence and eventually was able to go and enjoy a day out. Another person was supported to donate to a homeless shelter as they were passionate about helping those in need. The support staff were providing to enable people to carry out their goals was helping them live full and happier lives.

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 had access to information as they needed it. Relatives were also positive about communication from the home. A relative said, “[Registered manager] is extremely responsive informative on matters concerning [family member] as well as updates on BM/Osbourne Court corporate changes, i.e. performance ratings, remodel developments, health safety issues, etc.”

The management team told us information was readily available and provided through meetings and handovers.

There were resident and relative meetings. Relatives were also in regular contact with staff as part of people’s care plan development and reviews.

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 and relatives told us they received the care, support and medical support when needed.

The management team had systems in place in the home which helped ensure they had an overview of care and support people received. This gave them assurances everyone had the support needed and opportunities, for example access to health and support services, care and social engagement and activities, were available to everyone.

There were systems in place to ensure people had access to external health and social care professionals, including out of hours or in an emergency.

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 had discussed their preferences about their end of life care with staff when they wished to. People receiving end of life care were comfortable and had the support they needed.

Staff were able to explain what good end of life care looked like. They were able to describe people’s preferences and needs.

Care plans included end of life care plans. There was a record of any Do Not Attempt Cardiopulmonary Resuscitation (DNACPR). The approach was supported by a visiting health professional to ensure care would be tailored to individual wishes.

Care records reviewed showed staff were attentive to all aspects of care at the end of a person’s life ensuring care and medical needs were met as well as their emotional needs.