Enter and view: Osbourne House Care Home, Selby

Healthwatch North Yorkshire carried out an Enter and View visit to Osborne House in Selby on 27 September 2018. Overall, the home was found to be welcoming, spacious and well maintained, with residents generally happy with the care they received. Staff, residents and relatives were largely positive about the service, and the home was praised for its attractive environment, personalised bedrooms and strong links with local healthcare services. 

Residents spoke positively about staff, food and the overall atmosphere. The home offered a range of activities, including visits from therapy animals, community projects and social events. Staff described good teamwork and commitment to residents' wellbeing, although the report noted that Osborne House had experienced significant turnover in both management and staffing since opening, which some staff and relatives felt had affected continuity and consistency.

The main concerns related to staffing levels, communication and dementia support. Some residents and relatives felt staff were overstretched, particularly on the nursing unit, leading to delays in responding to call bells and supporting residents. Relatives also raised concerns about communication, standards of personal care for some individuals and a lack of meaningful activity for residents who spent much of their time in their rooms. Healthwatch found that the Butterfly Wing could be made more dementia-friendly through better signage, more sensory stimulation and clearer environmental cues. 

Healthwatch concluded that Osborne House provided a generally good standard of care but recommended reviewing staffing levels, improving continuity during changes in management, and enhancing the dementia-friendly environment on the Butterfly Wing. The provider responded positively, highlighting the appointment of a new permanent manager and plans to review staffing and continue improving the home.