OSJCT Townsend House

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment 6 June to 10 June 2024. We completed this assessment in response to concerns of poor staffing levels, malodours in the home and poor nutritional support. We assessed a small number of quality statements from the safe, caring and well-led key questions and found areas of good practice. The scores for these areas have been combined with scores based on the key question ratings from the last inspection. People told us they felt safe living at the service. Staff knew how to identify and report any concerns. Staffing levels had improved, and the home had arrangements in place to short notice absences. The provider had safe recruitment and selection processes in place. Risk assessments and management plans were in place and risks to people's safety and well-being were managed through a risk management process. Medicines were managed safely, and people received their medicines as prescribed. Evidence showed accidents and incidents were managed safely and lessons were learnt. People were positive of the staff caring nature and told us they were supported to be independent and were treated as individuals. People and relatives told us the new registered manager was approachable and visible in the home. Staff were aware of their roles and responsibilities and the provider supported them to maintain their professional development. The home was well managed with a management team who worked well together. There was a clear management structure which aided the smooth running of the home. People and relatives told us the home was well-led and they knew the management team. Staff worked well together and felt supported by the management team. The provider had effective quality assurance systems which were used to improve care.

People's experience of this service

People told us they felt safe living at the service. Relatives said the home was clean and people were able to take part in various activities to meet their interests. They also confirmed that communication was effective, and they were kept informed of any changes. People and relatives told us their feedback was continuously sought and used to improve people’s outcomes. People's risks were assessed and managed safely. People told us there were enough staff to meet their needs. Where people required support, we saw staff were quickly at hand and anticipated some people’s needs. There was positive staff engagement with people, and we saw staff understood people’s needs. People told us staff were skilled, kind and compassionate. They were treated with dignity and encouraged to ne independent. They were positive about the way the home was run and felt listened to.