- Care home
Townsend Manor
Report from 28 February 2024 assessment
Contents
Ratings
Our view of the service
Townsend Manor provides accommodation for up to 70 people who require nursing and/or personal care. The service provides support to older and younger adults, people with a physical disability, people with sensory impairments and people living with dementia. At the time of our assessment there were 47 people using the service. The service was in an adapted building over 2 floors. The first floor provided nursing care and the ground floor non nursing care. The assessment was undertaken by 1 assessor and 2 inspectors. The site visit on 8 May 2024 was undertaken by 2 inspectors and a regulatory coordinator. The site visit on 5 June 2024 was undertaken by 1 inspector. An Expert by Experience made telephone calls to people’s relatives on 14 May 2024. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. At the time of our assessment there was not a registered manager in post. There was a manager who was in the process of submitting their registered manager application. This assessment was prompted by information we held about this service. As this was the first assessment since their registration, we carried out a full assessment. We found 3 breaches of regulation in relation to safe care and treatment, staffing and good governance. Some risks to people had not been identified including skin care, diabetes, and malnutrition. Although some risks had been identified they were not always personalised and include the control measures to guide staff in managing these. There were not enough staff to ensure people’s safety and meet their needs. The provider did not operate safe and effective governance systems. However, the service was visibly clean and good infection control procedures were in place. We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
We spoke with 10 people who used the service and 15 relatives. People and their relatives we spoke with had mixed views about the care received. One relative told us that “[Family member] has been safe there.” One person said, “There is not enough staff…...waiting, waiting, waiting.” Another person told us, “Biggest issue is with staffing. I ring the bell, but they don’t always come but I think they should. Staff are kind and helpful when they are available.” Comments made by relatives included, “They keep changing staff, never the same ones twice.” “Staff numbers can be variable especially at the weekends where there doesn’t seem as many.” “It is all clean and tidy and I can’t fault that.”