Osbourne Court

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. 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 were safe and protected from avoidable harm.

People felt safe at the service. Staff knew how to recognise and report and any concerns about people’s safety and welfare.

People’s care was given in accordance with individual risks. Staff were seen working safely.

People and relatives felt there were enough trained staff to meet their needs.

Medicines and infection control were managed safely.

There was learning and actions from any incidents and accidents to help reduce the risks.

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 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 received a preadmission assessment prior to moving in. Records were held on file and information was to be shared with healthcare professionals as needed. This was used to help inform the care planning process.

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 their relatives told us they felt staff supported them safely. A relative said, “[Family member] isn’t always the easiest to please and doesn't always vocalise their needs. Staff think outside the box when meeting the challenges they present.” Another relative told us, “All needs are met above all expectations, and my [family member] has complete trust in their abilities, as do I.”

Staff told us about risks to people and the action they took to help reduce those risks. For example, in relation to falls, dietary needs and pressure care.

Staff were working safely. We saw staff supporting people to move around safely, respond to calls for assistance and carry out regular checks. Staff ensured people were sat up when eating. There were sensor mats and call bells accessible for those who were able to use one.

People had individual risk assessments, and these gave guidance to help ensure staff supported people safely and were regularly reviewed.

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 there were enough staff to meet their needs. A person said, “They come when I need them.” Another person said, “Anything I need they do.” Relatives said they felt there were mostly enough staff, and staff were trained for their role. A relative said, “Staffing always appears to be of a safe and satisfactory level.” Another relative said, “The staff demonstrate a high-level of knowledge, experience qualified skills as dedicated professionals performing an outstanding job as caregivers.”

Staff told us there were enough of them to meet people’s needs in a person centred and timely way. A staff member said, “I can confidently say we have adequate staffing levels to meet residents’ needs. We work collaboratively as a team, and care is delivered on time, based on the preferences of the residents rather than rigid staff schedules.”

A member of the management team told us there was a plan in place which included staffing ready to support the home as they admitted more people.

Staff felt they received enough training and support to carry out their role. A staff member said, “BM Care (Osbourne Court) provides comprehensive and relevant e-learning courses to support us in our individual roles. These are complemented by practical competency-based training sessions. I believe the training and development opportunities offered are more than sufficient. I also receive regular supervision from my manager, which helps me to reflect and improve in areas of need.”

Staff were visible and prompt when people requested support. Staff were taking their time when supporting people and carrying out regular checks.

We reviewed the training matrix and saw training was completed and in date.

Recruitment followed a robust process carrying checks to ensure staff were suitable to work in a care setting. These checks included criminal record checks, verifying applicants’ identities and written references.

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 received their medicines in accordance with their needs and as the prescriber intended. A person who was prescribed time sensitive medicines told us they always had this at the right time. Staff were carrying out administration tasks safely and in a timely manner.

Staff responsible for managing medicines were aware of safe practice.

Systems were in place to help ensure the safe management of medicines. We reviewed a sample of audits and found these were checking the appropriate elements, such as quantities, entries and storage of medicines, and identified any actions needed. A minor issue identified on the day of our visit was responded to swiftly and resolved but we noted how transparent the staff member was when sharing their findings and actions. This gave assurance they were working safely.