The Towans Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.
At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.
 

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.

The provider made sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
People were supported in a person-centred way. People were involved in planning their care and care records reflected their preferences and needs. One person told us, “I have a care plan and it has been reviewed.” Staff told us how they reviewed people’s care plans with input from people. Staff described person centred care as, “Giving people choice and their care is based around what they want, not what is easiest for us.”
People told us they received care and support which was personalised to them and felt they had autonomy over their routines. A relative told us their family member’s preferred gender of care staff was respected. Another relative commented, “[Name of person] has their own cutlery, and a special container for it.”
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
People’s identity, culture, and personal preferences were included as part of the assessment and care planning process.
People experienced consistent support from staff who understood their needs. The service worked with people, relatives and professionals to ensure care was coordinated and aligned with people’s routines.
The provider provided continuity by maintaining regular staff teams who knew people’s histories, risks and preferences.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
People’s care plans contained information about people’s individual communication needs. Staff knew people well and understood the importance of communicating with people in a person-centred way to ensure people’s needs were met.
Staff told us communication throughout the team was good. Relevant information was shared within the staff team through various meetings and handovers. One staff member said, “We communicate well as a team."
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.
Residents and relatives’ meetings were held to gain people’s views and give them an opportunity to raise any ideas or concerns. One relative told us, “There is a resident meeting once a month. They try to look at the issues raised, and there are minutes for the meeting.”
The provider sent out annual surveys to people and relatives to gain their feedback. One person told us, “I have been asked to complete a questionnaire.”
The last survey had been completed in April 2026. Feedback from the survey demonstrated mainly positive feedback with people reporting staff knew them well, valued them, supported them emotionally and helped them to feel comfortable and safe. Where there were areas of improvement, actions were implemented and completed.
The provider had a complaints policy in place; there had been no formal complaints raised in the past year. The registered manager told us if people had any concerns these were addressed at the time before they escalated into complaints.
 

The service ensured people could access the care, support and treatment they needed when they needed it.
Reasonable adjustments were implemented for people requiring them. This involved ensuring that the service was accessible, with equipment available to accommodate mobility and moving and handling needs. The building had also been improved to ensure accessibility.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
Staff supported people to access services in line with their individual needs. Staff had received training in equality and diversity which helped them to recognise and address any discrimination people may face.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.
Care plans contained information about the care and support people would like to receive if they became very unwell. These care plans were personalised and included details of how they wished to be supported at the end of their lives.