This inspection took place on 9 July 2015. It was an unannounced inspection. At the last inspection on 26 January 2015 we asked the provider to take action to make improvements relating to people’s care needs, monitoring the quality of service, supporting people to eat and drink, people’s medicines, treating people with respect, staffing levels, supporting staff, records, and safety and maintenance of the premises. The provider sent us an action plan. At this inspection we found action had been completed and improvements made.
Townsend House is a care home without nursing in Oxford. The home cares for up to 45 older people. The home is run by the Orders of St. John Care Trust. On the day of our inspection 39 people lived at the home.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People told us they were cared for by staff who knew their needs. Comments included; “They know what they are doing, no problem” and “They meet my needs perfectly. The carers know just how to help me”. Staff had received training and support to meet people’s needs.
Staff understood the needs of people, particularly those living with dementia, and they provided care with kindness and compassion. People spoke positively about the home and the care they received. They told us how staff took time to talk with them and provide activities such as and arts and crafts, games and religious services.
People were safe. Staff had received regular training to make sure they stayed up to date with recognising and reporting safety concerns. The service reported concerns appropriately and ensured action was taken to protect people.
People received their medicines safely, as prescribed. Staff carried out appropriate checks before administering medicines in a sensitive and discreet fashion. Records were accurately maintained and all medicines were stored safely and securely.
Where risks to people had been identified risk assessments were in place and action had been taken to reduce the risks. Staff were aware of people’s needs and followed guidance to keep them safe. For example, in relation to pressure damage or weight loss. This promoted people’s health and wellbeing.
The registered manager and staff were aware of their responsibilities under the Mental Capacity Act 2005 (MCA) which governs decision making on behalf of adults who may not be able to make particular decisions themselves. People’s capacity to make decisions was regularly assessed and staff demonstrated their understanding of the act in their day to day duties.
People told us they were confident they would be listened to and action would be taken if they complained or raised concerns. The service had systems to assess the quality of the service provided in the home and learning was identified and action taken to make improvements. This improved people’s safety and quality of life.
All staff spoke positively about the support they received from the registered manager. Staff told us they were approachable and there was a good level of communication within the home. People knew the registered manager and spoke to them openly and with confidence. The registered manager was visible about the home and spoke with people in a caring, familiar fashion.