Thorndene Residential Care Home

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The management team had made improvements to care planning documentation to include person centred information. This helped staff to respond to people in the way people preferred their support to be delivered.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People had access to healthcare professionals and staff ensured they followed advise.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was displayed in the entrance of the home and throughout the home at appropriate locations. People felt they had all the information they needed and knew who to ask if they required anything else. The management team told us they had begun looking at ways to improve communication by using pictorial aids to support conversation.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had a complaints procedure, and the management team could evidence they had addressed any complains in line with it. A complaints record had been introduced to identify service improvement and learning. People’s feedback was displayed as a ‘you said, we did,’ poster which was displayed in the main entrance of the home.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Healthcare professionals were involved in peoples care and support. Staff made appropriate referrals to healthcare professionals to ensure people received the right care and support.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Documentation had improved and showed care plans reflected good working arrangements with external health and social care partners. Outcomes for people were routinely monitored.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. End of life care wishes were documented within care plans. Some people did not wish to discuss this stage of their life. However, people’s likes and dislikes had been incorporated into documentation.