Enter and view: Towneley House

Healthwatch Lancashire undertook an announced enter and view visit to Towneley House Residential Home in Burnley on 6 October 2016. The purpose of the visit was to observe the quality of care, gather feedback from residents, staff, and relatives, and identify good practice and areas for improvement.

Towneley House is a privately owned residential home providing care for up to 22 residents aged 55 and over, including those living with dementia. At the time of the visit, the home was full. 

The home received an overall rating of 3.7 out of 5, indicating a generally average to good standard, with some strengths but also notable areas needing improvement. 

The report highlights several positive aspects of the service. Staff interactions with residents were warm, polite, and respectful, and staff appeared to know residents well. Residents generally felt safe, treated with dignity, and able to raise concerns with staff. 

There was evidence of person-centred care, including flexibility around residents’ routines and preferences, such as meal choices and daily schedules. Residents were given options for meals and reported consistent access to drinks. 

Activities and outings were available, including trips using the home’s minibus, although these were not always observed during the visit. External professionals such as a hairdresser, chiropodist, and nurse practitioner visited regularly, supporting residents’ health and wellbeing. 

The building was an older property with some attractive features, and internal areas were generally clean, well lit, and comfortable. However, several environmental concerns were identified. 

The external environment required maintenance, with issues such as a loose handrail, worn door fittings, and an untidy rear yard. Internally, corridors were narrow and cluttered in places, and there were safety concerns including trailing wires and adapted stair access that could be difficult for residents with mobility issues. 

Bathrooms and toilets were adequate in number but in need of refurbishment, with damaged fixtures and inconsistent cleanliness noted. Communal areas were comfortable but sometimes poorly arranged for social interaction and showed signs of wear, such as stained carpets. 

Most residents reported being happy with their rooms, feeling safe, and having privacy. They generally described staff as caring and supportive. 

However, some residents raised concerns about cleanliness in toilets, inconsistent food quality (particularly temperature), limited access to outdoor space, and occasional lack of stimulation or support to pursue personal interests. 

Staff reported feeling supported, adequately trained, and satisfied with their work, although they recognised the need for more activities for residents. 

Relatives were generally positive about the care provided, particularly staff attitudes, but also noted minor concerns such as cleanliness of furnishings. 

The report identified several areas where improvements were needed. These included maintenance and refurbishment of the building, improving cleanliness and presentation in some areas, addressing safety risks such as wiring and stair access, and enhancing opportunities for social interaction and activities. 

Additionally, improvements were needed in communication practices, such as ensuring private discussions with residents and clearer staff identification. 

The home’s management acknowledged many of the issues raised and provided explanations or actions being taken. These included plans for repairs, cleaning routines, addressing food temperature concerns, and improving staff identification.