- Care home
Twyford House
Report from 24 June 2024 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 24 January to 11 February 2025. Twyford House is a care home providing personal and nursing care for up to 70 adults with a range of needs, including people living with dementia. At the time of our assessment 47 people were using the service. The provider had a good learning culture and people could raise concerns. People were protected and kept safe. The provider shared concerns with the local authority. However, they had not always notified CQC of all allegations relating to abuse, as legally required. This had been an oversight, and the registered manager confirmed they understood the requirements moving forward. Staff understood and managed risks. There were enough staff with the right skills, and experience. Staff managed medicines well. People were involved in assessments of their needs. Staff developed and reviewed care plans taking account of people’s communication, personal and health needs. However, where people’s needs had changed, staff had not always updated all aspects of the care plan to reflect these changes. Staff worked with agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity. However, some records relating to this needed to be more robust. People were treated with kindness and compassion; staff treated them as individuals and supported their preferences. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a strong focus on continuous improvement with staff given time and resources to try new ideas, pilots and innovative strategies were rolled out. The provider had effective oversight and systems to monitor quality, with an action plan in place for continuous improvement. Where our assessment identified some areas for ongoing improvement, these had been identified by the provider.
People's experience of this service
People were generally positive about the quality of their care. They felt safe and indicated they received quality care from knowledgeable staff who treated them as individuals. People told us, “They look after me here, I wouldn’t be anywhere else.” and “I would recommend the care. I can’t fault it here.” People said staff respected their choices and decisions. One person said, “I was made very welcome here.” Some people could not directly tell us about their experience. We used a structured observation tool to assess whether they received good care. This approach showed people were included and staff interacted positively with them, although in one case staff found it difficult to ease a person’s concerns and managers were acting to arrange further support and assessment. Some people told us they had not seen their care plans or been involved in any reviews, whilst others told us they were involved and staff communicated well with people’s relatives. However, people said staff were responsive to and monitored their health and care needs. People were positive about the activities available and areas they could use at the service. One person commented, “Nothing is too much trouble, we can sit in the foyer which is comfortable, quiet and we have a latte.”