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Inspection report

Date of Inspection: 14 October 2013
Date of Publication: 6 November 2013
Inspection Report published 06 November 2013 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 14 October 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information sent to us by local groups of people in the community or voluntary sector. We talked with local groups of people in the community or voluntary sector and used information from local Healthwatch to inform our inspection.

Our judgement

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

During our inspection we spent time speaking to people and looking at their care plans and associated documentation. People we spoke with told us that they were, ‘well looked after’ by the staff at Townend Close. One person told us, “They help me to get up and go to bed. I would rather be at home, but the carers are very good at making me feel at home here.” Another person said, “The care and support is really very good. The staff do things the way I want and meet my needs very well. My whole experience has been very positive”.

We also had the opportunity to speak with visitors, including relatives about what they thought about the standard of care at Townend Close. Everyone spoke highly of the staff team and that they would have no hesitation about raising concerns if they felt their relative was not being properly cared for. One visitor told us the staff were keen on getting things right and used their imagination to come up with new ideas for entertainment and making sure people were not bored. They gave us examples of how staff encouraged their relative to join in activities to help stimulate conversation and pass the time. Another visitor told us, “The staff always go that extra mile, they are committed and enthusiastic about what they do, and they do it well.”

During our inspection we observed people’s privacy and dignity being maintained at all times. For example, we observed staff knocking on people’s bedroom doors. We also observed staff speaking with people in quiet voices in communal areas, so as not to be overheard.

We looked at seven people's care records. These records showed what support was needed to promote a person’s independence; how staff should support and care for them and what progress had been made. Records we looked at were detailed and clear and showed how people were being supported to live their lives as independently as possible. All the necessary risk assessments had been completed. We saw from the records we looked at, that care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare.

All the records we looked at had been signed and dated by the staff. Daily records were completed by the care workers, at least twice a day and these showed when any care intervention had been given, with the outcomes for people being recorded.

During our inspection we observed the care and support that was being provided. We saw staff acting in kind and respectful ways. People looked well cared for and appeared at ease with staff. The home had a relaxed and comfortable atmosphere. It was clear to us that staff knew and understood people's needs.

We sat in two communal areas during the course of the inspection and also spoke with people in private in their own bedrooms. One observation was carried out in the lounge. This observation was for an hour in the morning, and another observation was during the serving of lunch. During each observation staff were available continually and were seen being attentive to people, knowing when people needed assistance or reassurance and engaging in a positive way with them. When addressing people, staff spoke clearly and at a pace which was appropriate. Care and treatment was delivered in a way that ensured people's safety and welfare.

One visitor said they visited at different times of the day and were always made to feel welcome. They told us that they felt included in their friend's care and that this was important to them both. There were arrangements in place to deal with foreseeable incidents, for example, medical emergencies.

We noted that staff worked closely with other health care professionals in a way which promoted the best interests of people living at Townend Close.

We spoke with five members of staff during our visit. Staff told us they thought the level of care at the service was ‘good’ and ‘excellent.’ One member of staff told us, “I love working here, we can make a real difference to people’s lives.