Thornton Hall & Lodge

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People were involved in developing their care and support plans. People knew how to give feedback about their experiences of care and support. Staff told us they had access to care plans so they could learn about people's preferences relating to their care. Staff appeared to have a genuine rapport with people and their relatives. People had access to healthcare professionals when required to ensure their health outcomes were met. Referrals to external health care professionals were made when required to ensure care was consistently planned in accordance with their advice. The registered manager understood the importance of taking action to taken to remove barriers when people find it hard to use or access services.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Overall, our observations found staff were person centred in their approach. We observed staff offering choice based on their knowledge of peoples preferences. Staff appeared to have a genuine rapport with people and their relatives.

People were involved in developing their care and support plans. Staff knew people well including their likes, dislikes and preferences. People told us, "The people[staff] are very nice" and "We always have a good laugh."

Staff told us they had access to care plans so they could learn about people's preferences relating to their care. Staff said they knew to respect people's routines and delivered care in the way that people preferred. A staff member was able to describe people's dietary preferences and how they supported them at meal times.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Effective processes were in place to assess when people were at risk of not having their needs met and appropriate measures were put in place to ensure people did not experience poor health outcomes. Referrals to external health care professionals were made when required to ensure care was consistently planned in accordance with their advice.

The registered manager understood the importance of taking action to remove barriers when people experienced challenges using or accessing services. They described how they took action to promote the use of mobility aids to reduce the social isolation a person was experiencing. This led to positive outcomes for the person's health and wellbeing and removed barriers from them accessing all areas of the home.

People knew how to give feedback about their experiences of care and support. People told us there were able to communicate directly with the registered manager if they needed to raise concerns. People had access to healthcare professionals when required to ensure their health outcomes were met. We observed people receiving visits from health professionals during our assessment.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.