OSJCT Townsend House

We assessed all the quality statements in the safe key question and found areas of good practice. The rating for this area has changed to good from requires improvement rating at the last inspection.

Evidence showed people were safe. Staff had received training in safeguarding and knew how to report any safeguarding concerns. Risk assessments and management plans were in place and were reviewed regularly.

Staff told us they had effective systems to guide them when supporting people during transitions. There were enough staff to support with these processes. There were systems and processes for staff to follow and incidents and accidents were analysed. Improvements were made in response to learning from incidents.

There were enough staff to support people’s needs and the service was fully recruited. Medicines were managed safely. We were assured that the provider had effective systems and processes in place to prevent and control infections. They ensured infection outbreaks were effectively prevented or managed.

We found some malodours in parts of the home. However, the provider took immediate action and addressed this. They also completed risk assessments and management plans which staff will use going forward.

We assessed a limited number of quality statements in the caring key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good.

People and relatives told us staff were caring. Staff did all they could to promote people’s independence and we saw examples of this. People received personalised care, tailored to their individual needs and preferences, and staff supported people and their relatives to be involved with decisions relating to their care. People's privacy and dignity was upheld through the approaches taken by staff as well as in relation to the care environment, as people had access to their own bedrooms.

We assessed a limited number of quality statements in the well-led key question and found areas of good practice. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good.

There was a clear and effective management structure which aided the smooth running of the home. People and staff were positive about management of the home and told us the provider and the management team were supportive. Staff felt they were listened to and kept informed of improvement plans. The provider had oversight of the service and effective quality assurance systems in place that they used to monitor the quality and safety of the service. The provider’s systems allowed them to continuously learn and improve across the organisation. Action plans from governance processes were used to improve people’s outcomes both locally and further afield.

The provider had a positive culture which encouraged people and staff to speak up. There were several channels that were used to obtain feedback which was in turn used to improve people’s outcomes and staff well-being.