Thornlea Rest 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 service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

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.

Staff and management team 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 told us they had access to health professionals such as dentists, district nurses and physiotherapists. One person said, “The staff make it easy to see doctors or other people we need. We ask and they deal with it.” Local social work teams provided feedback. No concerns were raised at previous visits by the local contract monitoring team.

The staff and management team provided appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs and preferences were recorded in care plans we looked at. A relative said, “[Person] has a plan of communicating so that staff understand them due to being hard of hearing.” This meant information could be shared with people in an accessible way. The management team made it easy and accessible for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. One person said, “I can choose lots of things from food to watching TV. I like routine in my life, and it helps me to live day to day, staff understand me.”

Staff and management team made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

Relatives told us they felt informed and listened to about their families. One relative told us, “They are very good at keeping us in the loop.” Another relative said, “We know how, and who to make a complaint, but never had to.” Information was available in the main reception area to Thornlea, informing people how they could provide feedback about the home. This included a suggestions box and information about how they could share any issues or complaints. With Thornlea being a small home meeting with people and relatives were conducted on an informal basis. A relative said, “The door is always open to speak with the manager we get asked our views on a range of subjects such as activities, menus, the building and so on.”

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.

People were empowered by staff to give their views and understand their rights, including their rights to equality and their human rights. Leaders and staff were alert to discrimination and inequality that could disadvantage people living at Thornlea and took action when needed.

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.

The deputy manager told us how staff supported people to enjoy life every day. “We encourage people to do what they choice and make them happy every day.”