Thimbleby Court

On this page

• 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

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Care was personalised in line with people’s preferences ensuring people experienced support that reflected their individuality. For example, one person was supported to have their room redecorated in a colour of their choice, which differed from the usual décor within the service. This demonstrated a flexible and responsive approach, where people’s wishes were respected and acted upon to enhance their comfort and sense of ownership over their environment.

Staff adapted care to reflect people’s routines and choices. People told us they were able to make decisions about how they spent their day, including when to get up, what to wear and how to organise their time.

Staff worked with the local community to enhance people’s experiences. For example, the Horncastle History and Heritage Society delivered an interactive workshop exploring local history. This was particularly meaningful for people who had lived in Horncastle all their lives, supporting them to connect with familiar places, shared memories and their local community.

The service worked creatively with volunteers to enhance people’s daily experiences. Volunteers supported activities and spent one-to-one time with people, helping to build relationships and provide meaningful engagement. This included initiatives such as a Lego group, where people worked together over time to create shared projects, supporting social interaction and enjoyment.

Staff supported people to achieve personal goals and take part in meaningful activities that were important to them. This included supporting people to reconnect with hobbies and interests they valued. For example, one person had the opportunity to ride a horse, an activity which had been important to them, demonstrating a commitment to enabling people to live fulfilling lives beyond their care needs.

People experienced coordinated and continuous care, with services working together to ensure their needs were met effectively. Staff worked collaboratively with external healthcare professionals and partners to support people’s health and wellbeing. This included timely referrals and following professional guidance to ensure care remained appropriate and effective.

People’s changing needs were identified and responded to, supporting continuity of care and reducing the risk of delays in treatment or support. There were systems in place to ensure information was effectively communicated between staff and across teams. This enabled staff to understand people’s needs and preferences and provide consistent care. Staff described how they received updates through handovers and communication systems, ensuring continuity even when different staff were on duty.

Care was coordinated in a way that reduced disruption for people and supported a smooth experience. People were supported to access healthcare services when needed, and reasonable adjustments were made to ensure appointments and care were accessible.

Feedback was used to review and adapt care, helping to ensure people experienced a consistent and personalised approach over time.

People were provided with information in a way they could understand, supporting them to make informed decisions about their care and daily lives. Information was available in a range of accessible formats to meet people’s individual communication needs. This included easy read formats, translation into different languages where required and access to alternative formats such as Braille and audio.

The service had systems in place to ensure people were able to understand important information. For example, easy read versions of complaints procedures were available to support people to raise concerns in a way that was accessible to them.

People were supported to access communication support where needed. For example, an interpreter was arranged to ensure the person could fully understand decisions about their care, enabling their communication needs to be met and ensuring they were fully involved in the process.

Staff explained that some people became more confused with verbal communication, so they used visual aid cards to support understanding and expression. They also recognised individual communication cues and preferences, developing their knowledge of each person to provide more personalised support. This helped reduce confusion and anxiety, enabling people to communicate their needs more effectively and be more involved in their care.

People were encouraged and supported to share their views and experiences, and the service used this feedback to make improvements. People and relatives told us they felt able to raise concerns and suggestions. Feedback was actively sought through day-to-day conversations, meetings and more formal processes, and people were supported to express their views in ways that suited them.

The service demonstrated a clear commitment to acting on feedback. For example, following comments from people and relatives, a telephone was introduced which could be taken to people’s rooms to support private conversations with family. This showed how the service listened to people and made changes to improve their experience.

People were involved in decisions about their care and daily lives. Feedback was used to review and adapt support, ensuring care remained responsive and aligned with people’s preferences. Staff described how they worked with people to understand their needs and wishes, and adjusted care accordingly. This ensured people were able to engage fully and be involved in decisions about their care.

The service ensured people had equitable access to care and support, with arrangements in place to remove barriers and meet people’s individual needs including communication and accessibility needs. Information was made available in a range of formats, ensuring people were not disadvantaged in understanding their care or accessing support.

People were supported to access activities and services in ways that reflected their individual abilities and preferences. Adjustments were made to ensure people could participate meaningfully, reducing the risk of exclusion.

The service demonstrated a strong commitment to ensuring people experienced equitable care and achieved positive outcomes, regardless of their individual needs or circumstances. Staff understood how people’s needs, including those related to dementia, could impact their experience and adapted care accordingly.

People were supported to achieve outcomes that were meaningful to them, including maintaining relationships, taking part in activities and achieving personal goals. Staff monitored people’s wellbeing and experiences and made adjustments where needed to ensure care remained fair and responsive. For example, one person who had previously remained in their room and eaten meals alone was supported through a gradual and personalised approach. Staff adapted the environment and provided ongoing encouragement, which enabled the person to build confidence and eventually access the dining room and socialise with others. This demonstrated how staff responded to individual needs and supported the person to achieve a more inclusive and positive experience.

Staff described how they recognised that people engaged with the service in different ways and adapted their approach to ensure equitable experiences. They explained that while some people preferred to spend time alone, efforts were made to understand the reasons for this, including whether activities reflected people’s interests and preferences.

Staff gave examples of how they maintained engagement in ways that suited the person. For example, where a person chose to remain in their room, staff ensured they remained connected through regular interaction, such as keeping doors open where appropriate and stopping to talk or check in. They also described how people who found it difficult to adjust to living in a care home were supported in more personalised ways, including offering activities and experiences that reflected their previous lifestyle. This demonstrated a proactive approach to ensuring people were supported in ways that met their individual needs, regardless of how they chose to engage with the service.

The service had implemented a range of approaches to reduce inequalities and improve outcomes, including dementia-friendly environments and accessible information. These ensured people were able to access the same quality of care and support, while recognising and accommodating individual differences.

People were supported to plan for their future care and make decisions about their wishes, preferences and end of life care. People and those important to them were involved in discussions about future care, helping to ensure their preferences were understood and respected.

Where appropriate, advance decisions and care planning arrangements were in place to support people’s choices. This included planning for end of life care, where people were supported to express their wishes and receive care in a way that reflected their values and beliefs.

The service worked collaboratively with others to ensure future care was well coordinated. This included access to community services and support from professionals to ensure people received appropriate care as their needs changed.

People’s spiritual and emotional needs were also recognised as part of planning for the future. For example, arrangements were in place to provide additional support, including access to spiritual care and companionship for people approaching the end of their life. These arrangements ensured people’s wishes were respected and upheld, supporting dignity and a sense of control over their future care.