Osbern Manor Care Home

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.

This is the first assessment for this newly registered service.This key question has been rated 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 told us staff were kind, warm and respectful in the way they supported them. Comments included, “They are nice and kind – always seem happy and cheerful,” “They are all lovely,” and “They are totally brilliant.”

During our visit we saw calm and friendly interactions between staff and people, and staff spoke about the pride they took in their work. The environment was arranged in a way that supported privacy and comfort. Staff knocked before entering people’s rooms, took time to explain what they were doing and offered reassurance when needed. People’s rooms were personalised, and communal areas felt relaxed and welcoming. These observations, along with the positive feedback from people and relatives, showed that staff treated people with dignity and compassion and helped create a caring and respectful atmosphere in the home

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 and their relatives told us that staff were approachable, respectful and caring, and family meeting notes showed several relatives praising staff for their kindness, attentiveness and personalised support. Staff understood people’s preferences, routines and communication needs, and described how they adapted their approach depending on each person’s mood and what mattered to them. Life histories and personal information were recorded in detail, which helped staff hold meaningful conversations and support people in ways that felt familiar and individual to them. Even though some written care plans needed updating in other areas, the personalised information about people’s hobbies, cultural preferences and comfort needs helped staff provide care that respected each person’s identity. During the inspection we saw warm and individualised interactions, showing that staff treated people as individuals and supported them in a thoughtful and person centred way.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People were supported to make choices about their daily lives, including what they wanted to eat, when they wanted to get up, how they preferred to spend their time and where they wished to have their meals. People told us staff listened to them, with comments such as, “They show me my clothes so I can choose what to wear,” and, “We can choose what we want to eat every day.” Others said staff helped them stay as independent as possible, including one person who told us, “Staff encourage me to do as much as I can myself so I can remain independent.” Staff described how they adapted the pace and style of support to match each person’s needs, offering prompts rather than taking over tasks when people were able to do things themselves. Although records did not always clearly show how independence was promoted, what we saw during the inspection and what people told us showed a clear commitment from staff to helping people maintain choice, control and autonomy in their day to day lives.

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.

Staff responded quickly and sensitively when people needed support. During our observations, staff noticed when someone looked worried, needed reassurance, or required help with eating or moving around. They were regularly present in communal areas and were confident in recognising non‑verbal cues, early signs of distress and changes in people’s comfort. This helped maintain a calm and settled atmosphere and contributed to people feeling safe. We also saw staff calmly checking in on people as they passed and offering help without rushing or interrupting people’s routines. These interactions showed patience, kindness and an awareness of what each person needed in the moment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt well supported by both colleagues and leaders and described the home as a positive place to work. They said managers were approachable, encouraged a good work and life balance and provided access to training that helped them feel confident in their roles. One staff member told us, “I get lots of support and love it here… I would not get this elsewhere.” Another staff member, whose first language is not English, explained that they received extra language support, which helped them complete documents, communicate clearly with people and feel more included in the team. Staff also valued opportunities for development, including the provider’s advanced practitioner programme. These factors contributed to a stable, caring workforce and helped staff provide compassionate and consistent support to people.