Thornhill Health Care

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us staff treated them well and were kind and caring. A person told us, “Yes, they always talk to me”. Another person told us, “Yes, they are certainly kind and caring all the time.” People gave feedback staff were respectful of their privacy and dignity. A person told us, “They are always there to provide for me, a towel as soon as I step out of the bath, the vest as soon as I am dry. They know exactly what to do. We have a laugh.”

People’s care records provided information about how the staff respected people’s privacy and dignity. Care records contained information about people’s life experiences, preferences and beliefs. We asked the staff how they ensured people’s dignity and privacy was respected. A staff member told us, “By listening to them, giving options, respecting their choice, and also seeking their consent with activities of daily living.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care plans provided staff with important information about their history, and preferences, including information about protected characteristics. Staff promoted people’s independence and encouraged them to participate in tasks they were able to do.

People felt they were treated as individuals with their preferences and needs met. One person told us, “They just know me very well now and I know them. They are like family to me”. We asked people if the staff were aware of their likes, dislikes and previous life history. A person told us, “Yes, fairly well we talk”. Another person told us, “Oh they do now. Life and career stories.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were aware of their rights and were offered choices. Staff supported people to be in control and offered people choice. A staff member told us, “They are involved in everyaspect of their care as we prioritizehelping them maintain their independence. An example is giving them options on some clothing and guiding them to choosewhat to wear.” Another staff member told us, “We follow a care plan specifically for people, according to their needs. They are involved in decision making concerning their care.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff responded to people’s needs and were aware of when their needs had changed. People felt the staff listened to them and were respectful of their needs and wishes. A person told us, “Yes, they listen”. Another person told us, “The manager gets back to me very quickly.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff wellbeing was supported by the registered manager. The registered manager was keen that staff had days off and were not working long hours. Flexibility was offered to the staff, when needed. Staff were regularly thanked by the registered manager for their hard work, with emails sent.