Osiris Health

We inspected Osiris Health Limited using our focused inspection methodology after receipt of information which gave us some concerns about patient safety and governance processes.

We carried out an unannounced inspection (the provider did not know that we were coming) on 8 June 2021 with further inspection activity continuing until 1 July 2021.

To get to the heart of patients’ experiences of care and treatment, we normally ask the same five questions of all services: are they safe, effective, caring, responsive to people's needs, and well-led? During this focused inspection we focused on the domains of safe and well led.

As this was a focused inspection, we did not rate the service.

We found the following areas of good practice:

• The service provided mandatory training in key skills to all staff and made sure everyone completed it.
• Staff understood how to protect patients from abuse and the service worked well with other agencies to do so. Staff had training on how to recognise and report abuse and they knew how to apply it.
• The service controlled infection risk well. Staff used equipment and control measures to protect patients, themselves and others from infection.
• The service had enough staff with the right qualifications, skills, training and experience to keep patients safe from avoidable harm and to provide the right care and treatment. Managers gave new staff a full induction.
• Staff kept detailed records of patients’ care and treatment. Records were clear, up to date, stored securely and easily available to all staff providing care.
• The service used systems and processes to safely prescribe, administer, record and store medicines.
• Staff recognised and reported incidents and near misses. Managers knew how to investigate incidents and had a process for sharing lessons learned with the whole team and the wider service. When things went wrong, staff apologised and gave patients honest information and suitable support. Managers ensured that actions from patient safety alerts were implemented and monitored.
• Leaders had the skills and abilities to run the service. They understood and managed the priorities and issues the service faced. They were visible and approachable in the service for patients and staff. They supported staff to develop their skills and take on more senior roles.
• The service had a vision for what it wanted to achieve and a strategy to turn it into action, developed with all relevant stakeholders. Staff said they felt respected, supported and valued. They were focused on the needs of patients receiving care. The service provided opportunities for career development. The service had an open culture where patients, their families and staff could raise concerns without fear.
• The provider’s information systems were integrated and secure. Data or notifications were submitted to external organisations as required.
• The provider collaborated with partner organisations to help improve services for patients.
• Staff were committed to continually learning and improving services. Leaders encouraged innovation and participation in research.

However:

• The provider’s policies did not always contain adequate detail of the processes or pathways to be followed, with reference to any relevant guidance.

Following this inspection, we told the provider that it should make other improvements, even though a regulation had not been breached, to help the service improve. Details are at the end of the report.