OSJCT Townsend House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

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.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were positive about the caring attitude of the staff. They said, “They’ve always been quite respectful. It’s lovely, you are being cared for”, “They are gentle in the way they speak to me” and “They don’t talk to me much but I’m quite happy with that.”

Staff told us they supported people with dignity and kindness. They commented, “In Townsend house, we prioritise the physical, emotional and social needs our residents. Also, we offer a safe, clean and comfortable environment, with trained staff who provide personalised care and support” and “I look after the residents as if they were my own family.”

Healthcare professionals who often worked with the service were positive about the care people received. One healthcare professional said, “Staff are in tune with residents and they know their needs well. They really care and are kind.”

We observed mixed interactions between staff and people. Whilst some staff interacted positively with people, other staff especially those newly employed struggled to make conversations during care. The registered manager was supporting these staff with integration and adjustment. People's body language demonstrated that they were happy in the presence of staff and other people. We also observed kindness amongst people. For example, one person became distressed and was assisted to move seats and comforted by another person.

People told us staff treated them as individuals and the care they received met their needs and preferences. They said, “I’ve not been here long but they all seem to know me”, “They know me well. I would call them, and they would call me by my name” and “Yes, they are quite friendly to me here and know my needs well.”

Staff told us they knew people well. Care plans had information about people’s individual needs which enabled them to offer personalised care. Staff had time to spend with people on individual basis and provided good care.

Throughout the assessment we saw staff knew people well and treated them as individuals. Staff anticipated people’s needs and took their time to ensure people were happy.

Care plans were person centred and guided staff on how to support people as individuals. They also covered all needs taking account of their strengths, abilities, aspirations, culture and unique backgrounds a s well as protected characteristics.

People told us they were supported to be independent. Equipment was available and in working order to support people with mobility independence. People were positive about the support they received. They told us, “They let me get on with what I’m doing. I like to play games on my Xbox” and “They do support independence as I think everybody has their own tastes and likes things done in their own way.”

Staff told us that they supported people with independence and offered choices. They said, “We support the resident independence by giving them choices”, “We empower people to do what they still can” and “We encourage them to do more for themselves, make choices and have a greater degree of control over their life.”

Staff knew how to support people to be independent. During the assessment we saw many good examples of people being encouraged to be independent and being offered choices of food and activities. Staff took their time to navigate and guide people.

Staffing levels allowed staff to support people without rushing. Care plans guided staff to promote independence and offer more choices. This enabled people to have more control over how they received care.

People's immediate needs were responded to in a timely manner. Where people required medical support, they told us staff were quick in getting professionals' input including emergency care where necessary. People commented, "When I ma not feeling well, they ask me if I need a doctor and they get them" and "Last time I fell in the garden and they got an ambulance. The carer came with me." People and their relatives told us they were involved in people’s care. Relatives were informed of changes in a timely manner. They told us, “They ring me up if she has a fall or anything. I’m happy that she’s content” and “Care Team leaders always inform me or any change in my aunts health, changes to her medication.”

Staff and leaders listened to and understood people’s views and wishes. These were factored during reviews and planning of care. Staff told us people's needs and any changes were communicated amongst staff through daily handovers and update meetings. This ensured important information was acted upon where necessary and recorded to ensure monitoring of people's progress.

During the assessment we saw staff knew people well and anticipated their needs. For example, where people were showing cues of distress, staff were quick at hand and quickly reassured people. Where people's needs changed, we saw staff communicated those changes with senior staff in a timely manner.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.