Thorne House

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

People received care and support from staff that reflected their individual needs, including those related to protected characteristics under the Equality Act. People were involved in planning and making decisions about their care so that it was centred around them and their needs. People received the most appropriate care for them as the service made reasonable adjustments where necessary. People’s personal, cultural, social, and religious needs were understood and met.

This service scored 89 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

People were treated as individuals and their views sought and listened to. This was reflected in the feedback received from people and relatives. One person told us how they went shopping for food to a shop that reflected their background and culture. Another told us of involvement in the local church, “I went to Easter service.” Relatives overall told us they felt well informed by staff and different processes were available for them to feedback their views and experiences. A relative said, “We have a yearly review. If we have issues like whether we want [person] to do more activities, we tell them.”

Staff understood people had a right to be treated equally and fairly and to receive care and support that met their specific needs. Staff received training and had access to a range of tools to support people with their individual communication needs. The manager and deputy manager were aware of respecting a diverse staff team and told us how they made adjustments to support staff to experience positive outcomes. For example, the deputy manager said, “Some staff have just been observing Ramadan. We supported them to have time for prayers and checked they were feeling alright if not eating or drinking all day. Staff are good at looking out for each other.”

The provider had policies and procedures in place relating to equality and diversity. The service complied with legal, equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. Staff received training and had good knowledge of equality and diversity. People who lived at Thorne House were also supported to participate in training including around Equality and Diversity. However, care records needed more detail to guide staff on how to respond to and support people who may discriminate against some staff with protected characteristics. The provider actively sought out the views of people to continuously improve the service, so they received regular feedback from people and their relatives. The service provided information to people in a way that they could easily read or understand with support. This helped them share their experience of care.

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.