Otterbourne Grange Residential Care Home

In line with recommendations in a fire risk assessment completed in March 2021, the provider had installed a break glass case with padlock key next to the dining room and lounge doors. This was to ensure that they could be used as an escape route in an emergency; however, we were not assured that all staff were fully aware of those evacuation procedures. The provider has since taken additional precautions and made all staff aware.

Health and safety checks were completed consistently to ensure the safety of the environment.

We received feedback that staffing levels had been low; however, the provider was addressing this concern and improvements had been made. Staff were recruited safely, and we observed staff supporting people in a kind and attentive way. Staff received a range of training and had access to group and individual supervisions.

We identified that in one case, staff were not working in line with best practice guidance when administering a person's medicines, which could have put the person at risk. The provider took immediate action to review the practice and ensure that the person received their medicines safely. Overall, medicines management systems were robust, and we were assured that people received the right medicines at the right time from staff who had received appropriate training.

People mostly had detailed and person-centred care plans in place, which also addressed any risks identified. The provider had identified that not all care plans were fully up to date, and a quality assurance manager had been appointed whose initial focus was to review these.

We observed people enjoying a comfortable mealtime with food and drinks of their choice. Staff supported people in line with their requirements and in a dignified way.

People's relatives told us that communication with them needed to be improved and they were not always involved in planning their relatives' care.

The nominated individual and operations director had started working with the home in March 2021 and had implemented robust quality assurance systems. The leadership team was committed to driving improvements to the service and had detailed action plans in place to facilitate this.

Staff told us that they had previously not felt listened to and that their concerns had not been acted upon. However, we received positive feedback about the current leadership team. Staff told us that they could see succesful changes being implemented in the home and felt their concerns were now being addressed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.