Townsend Hub

Updated 3 November 2025

Date of Assessment: From 27 November 2025 to 8 December 2025. The service is a residential care home providing reablement support to adults following a hospital stay.

People told us staff were kind and supportive, and we observed caring interactions that promoted dignity and respect. Staff worked well together and collaborated with external professionals to achieve good outcomes. People felt safe during transitions and were supported to maintain independence and plan for their future.

We found a breach of regulation. The provider continued to be non-compliant with regulations concerning governance and record-keeping, as further improvements were required to ensure care was consistently safe and effectively managed. Risk management was not always person-centred, and care plans lacked detail about consent and capacity. Falls mitigation strategies were generic, and monitoring of health needs such as diabetes and catheter care was inconsistent.

Staff said they knew people well, however felt this was impacted when they had to work across different floors. The service catered well for people who might otherwise experience health inequalities.

While staffing levels were sufficient, some staff felt overstretched, which affected record-keeping and training compliance. However, people did feedback that staff were kind and caring and we observed pleasant interactions.

Governance systems were not fully effective. Audits did not identify gaps in care planning, and lessons from incidents were not consistently embedded. While leaders were approachable and staff felt supported, improvements in oversight and continuous learning are required to drive sustained change.

We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 3 November 2025

People told us they felt safe and well cared for at the service. They described staff as kind, supportive, and approachable, and said they were treated with dignity and respect. One person said, “The staff are marvellous, they help me every morning and I’ve made a friend here.” Another commented, “I feel safe here, the staff are really good and they got the doctor when I needed help.”

People felt the environment was clean and their rooms were comfortable. Several mentioned enjoying activities and social opportunities, although some said they preferred to stay in their rooms and staff respected this choice. One person told us, “They come and get me for games in the dining room.”

Relatives were mostly positive about the care, saying staff were “brilliant” and reassuring. However, some raised concerns about gaps in therapy provision and communication. For example, 1 relative said, “[Family member] was promised daily physio but it’s only happened once a week. Staff have been great, but there just aren’t enough physios.”

People said they could speak up if they had concerns, and staff were described as responsive when call bells were used.

Staff feedback reflected a positive culture overall, with comments such as, “I love the service users, and since the new manager came it’s a million times better.” Staff felt supported and well-trained, though some said finding time for online training was difficult and paperwork was increasing.

Despite these areas for improvement, people and relatives consistently said they would recommend the service, and many expressed gratitude for the kindness and care shown by staff.