Osborne 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 our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Although we had identified some gaps and inaccuracies, care plans were mostly reflective of the person-centred care we observed and staff were knowledgeable on how people wished to be supported. This included information about people’s likes and dislikes and things of importance to assist them with person-centred care.

The service ensured people had access to the necessary reasonable adjustments during their stays, meaning they could receive the most appropriate care for them. For example, people were allocated bedrooms based on their individual needs. One staff member commented, “We do everything to make sure the individual can get the best out of their life.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff received training in learning disability awareness training and had a good understanding of the diverse needs of this service user group.

The rota evidenced a small, consistent staff team and absences were covered by the permanent staff team, or regular bank staff who knew people well.

Staff told us they used a communication book to handover any concerns when people would spend the day at the day centre. Relatives confirmed the service worked in a joined-up way which supported continuity, for example when people moved from the children to the adult service. One relative commented, “Staff at adults can call children’s if needed for advice and guidance.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The welcome pack was available in an easy-read format, using words and symbols to ensure information was accessible. The welcome pack gave an overview of the service, information for people and relatives to provide feedback, health and safety and advocacy information.

Staff understood people’s communication methods and styles and provided information in ways which met people’s differing communication needs. Staff told us information could be tailor made to provide information in other formats and languages if required.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Relatives told us they were given regular updates about their relative and any concerns were raised immediately. People who had capacity were invited to discuss any changes made to their care plans. One staff member commented, “If the patient is willing then we will create the care plans in collaboration with them.”

Staff had ensured systems were in place to gather people’s feedback. The adult’s service sent out a feedback form every 6 months and had held coffee mornings to gather feedback from people and relatives. One staff member told us, “We don’t often get many responses; however, we do listen to their ideas.” Staff at the children’s service told us they sent out a feedback form after every visit. We saw that the service had completed a “You said, We did” display on the noticeboard at the service.

Relatives were happy with the service’s management of concerns. One relative commented, “There was an issue which was immediately resolved by the staff.” Although relatives were happy with how staff at the service managed concerns, one relative told us that they were not always satisfied with how the provider managed them, they told us, “It was some higher up with no real knowledge of how we feel.”

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it.

Relatives told us they could not always access to care when they needed it and said that they had experienced cancellations of planned respite due to staffing issues. One relative commented, “My only criticism is that we will get calls before, sometimes on the day, cancelling.” Another relative told us, “They have to keep cancelling as the staff keep dropping.”

Although relatives had concerns relating to cancellations, they were positive in the support that respite care provided. One relative told us, “Respite is the only option of me having any life outside of [person using the service.] Without respite, I don’t know what I would do.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Care plans included information around people’s identify and things which were important to them. Care plans detailed reasonable adjustments needed to ensure people’s mobility and communication needs were made and we observed adaptions which helped improve accessibility of the service. We observed staff supporting people in line with their communication care plans.

Staff had access to a mini-van which supported people in accessing the community for off-site activities.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Due to the nature of the service, there was no specific emphasis on planning for the future in care plans. However, care plans included information on how to support people in an emergency. Staff were also taking steps to support people with their behaviour, including promoting independence.