Osborne House is a residential care home for 16 elderly frail people, some of whom may be living with dementia and chronic health conditions. The home is spread over two floors with lift access to the upper floors.

At our last inspection we rated the service as Good. At this inspection we found the evidence continued to support the overall rating of Good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

At this inspection we found the service remained Good.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were safe because there were effective risk assessments in place, and systems to keep them safe from abuse or avoidable harm. There was sufficient numbers of staff to support people safely. Staff took appropriate precautions to ensure that people were protected from the risk of acquired infections. People’s medicines were managed safely, and there was evidence of learning from incidents.

People’s needs had been assessed regularly and they had care plans in place that took account of their individual needs, preferences, and choices. Staff had regular supervisions and they had been trained to meet people’s individual needs effectively.

The requirements of the Mental Capacity Act 2005 were being met, and staff understood their roles and responsibilities to seek people’s consent prior to care and support being provided. Where required, people had been supported to have enough to eat and drink to maintain their health and wellbeing.

People were supported by caring, friendly and respectful staff. They were supported to have maximum choice and control of their lives. The policies and systems in the service supported this practice.

The care that people received was being regularly reviewed. Staff regularly sought the input of the person receiving care to ensure the care provided continued to meet their individual needs, and in a person centred way.

The provider had an effective system to handle complaints and concerns.

People on end of life care were supported by the home and staff to remain comfortable and have a dignified and pain-free end to their lives.

The service was well managed and the provider’s quality monitoring processes had been used effectively to drive continuous improvements. The registered manager provided stable leadership and effective support to the staff. They worked well with staff to promote a caring and inclusive culture within the service. Collaborative working with people, their relatives and other professionals resulted in positive care outcomes for people using the service.

Further information is in the detailed findings below

We carried out an unannounced inspection on 8 October 2015.

The service provides care and support for up to 16 older people, some of whom may be living with dementia and chronic health conditions. On the day of our inspection, 16 people were being supported by the service.

There is a registered manager in post, who is also one of the providers of the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had effective systems in place and staff had been trained on how to safeguard people. There were individual risk assessments that gave guidance to staff on how risks to people could be minimised. People’s medicines had been managed safely and administered in a timely manner.

The provider had effective recruitment processes in place and there was sufficient staff to support people safely. The manager and staff understood their roles and responsibilities in relation to the care of people in accordance with the Mental Capacity Act 2005 (MCA) and the associated Deprivation of Liberty Safeguards (DoLS). Staff had received effective training, support and supervision that enabled them to provide appropriate care to people who used the service.

People’s needs had been assessed and they had care plans that took account of their individual needs, preferences and choices. They were supported to have sufficient food and drinks, and had access to other health and social care services when required in order to maintain their health and wellbeing.

Staff were kind and caring towards people they supported. They treated people with respect and supported them to maintain their independence as much as possible.

Whenever possible, people were supported to pursue their hobbies and interests outside of the home. Some people also enjoyed the various activities provided within the home.

The provider had a formal process for handling complaints and concerns. They encouraged feedback from people or their representatives, and acted on the comments received to improve the quality of the service provided.

The registered manager provided leadership and managerial oversight. They effectively supported the staff to ensure that people had the right care that met their individual needs. The quality monitoring processes had been used effectively to drive improvements. 

When we inspected the home on 21 October 2013 we spoke with three people who used the service four members of staff including the registered manager, and one visiting professional.

We noted that the provider worked with other health care professionals to promote people's well-being. One visiting professional said “Staff have a very professional approach."

We checked both the environment and surrounding grounds and saw they were secure and suitably maintained. Overall this meant that people were protected against the risks associated with unsafe or unsuitable premises. One member of staff said, “It’s an ancient building but it’s in good nic.”

Our observations and the records seen, regarding equipment, demonstrated that equipment used in the home was properly maintained and suitable for its purpose.

As part of this inspection we looked at the recruitment records for five staff who worked at Osborne House. We noted that personal files were well organised. They contained documentation which provided a clear audit trail which demonstrated that appropriate checks had been undertaken before staff commenced employment.

Records were kept securely and could be located promptly when needed. Personal information relevant to both staff and people was kept in a locked room. This meant that records were stored safely and maintained confidentiality.

People living at Osborne House had complex needs associated with growing older and experiencing dementia.

Our observations during our visit to Osborne House on 16 January 2013 concluded that there was a very positive interaction between people living there and the staff team. People who used the service presented as relaxed and confident to approach staff. There was lots of friendly speech, smiles and appropriate contact from staff toward people who used the service. Staff were attentive to people's needs and discreet and respectful in meeting personal care needs.

We saw people being supported to maintain and improve upon their skills. We observed people being included and involved in conversation. Family members were involved in people's lives and decision making. Osborne House attempts to maintain familiar patterns and routines for the people who use the service. We saw evidence that the individuality of people who used the service was respected. We saw that social activities take place and that people's religious and spiritual needs were supported.

During our visit we observed that staff at Osborne House demonstrated a high level commitment to the people living there. We spoke to staff who reported that they enjoyed their work. We observed that staff delivered care in a dignified, friendly, respectful and committed manner.

People that we spoke with during our visit to Osborne House on 28 February 2012 told us that they were very satisfied with their care, and felt safe in the home. They said that the staff that looked after them were all helpful, friendly and hardworking, and always treated them with respect.

People looked clean, comfortable and well cared for, and where people needed assistance with personal care this was done in the privacy of their room to protect their dignity.

People told us that they were involved in planning their care and were given choices about all aspects of their lives, including how they spent their time and what they had to eat. Although there were planned activities arranged in the home and people were encouraged to join in, one person told us that they preferred to read, or watch television in the privacy of their room.

People had access to a wealth of information relating to the home, and were regularly given the opportunity to share their opinions and views.