What the CQC found at Townsend Hub

Inspectors found enough suitably qualified staff. Staff were visible and available to help people with essential care and social contact.

“There were enough suitably qualified staff to support people safely.” from the report

Staff worked with nurses, physiotherapists and other professionals. This helped people achieve good health and reablement outcomes.

“People achieved good outcomes because of effective partnership working.” from the report

Medicines, including controlled drugs, were stored and administered safely. Staff responsible for medicines had training and competency checks.

“Medicines were safely managed, stored and administered.” from the report

The home was safe and well maintained, with infection prevention measures in place and access to protective equipment.

“The environment was safe and well-maintained. The home was clean and effective infection prevention and control measures were in place.” from the report

Risk assessments were not always reviewed as people's needs changed. Some care plans were not detailed enough, and records did not always show that planned care had been completed.

“Risk assessments were completed when people were admitted to the home. However, these assessments were not always reviewed regularly to ensure people's changing needs were considered and safely managed.” from the report

Management systems did not identify problems with risk assessments and care records. The report says the provider failed to have robust procedures to assess, monitor and reduce risks.

“There was a failure to ensure appropriate processes were in place to assess, monitor and mitigate the risks to the health, safety and wellbeing of people.” from the report

Incidents were recorded and action was taken, but the home did not analyse them. This meant chances to learn and prevent similar events were missed.

“Analysis of incidents was not completed which meant opportunities for learning and reducing the risk of recurrence were missed.” from the report

Some as-required medicines did not have clear plans explaining when they should be given. CQC recommended that the provider review current guidance and update its practice.

“'As required' medicines (PRN) did not always have a plan in place to detail when this medicine would be needed.” from the report

Some relatives said communication with the home was not good enough and that it was difficult to reach the person in charge.

“Some relatives felt communication with the service could be improved.” from the report