Thorncliffe Grange

This report details an inspection of Thorncliffe Grange, a care home providing nursing and accommodation for up to 50 older people. The inspection, which took place on October 31, 2018, reviewed the home’s adherence to regulations and the overall quality of care provided. The findings are presented across five key areas to help families understand the service’s strengths and areas for attention.

In terms of safety, residents reported feeling secure, with staff actively looking out for their welfare and robust safeguarding policies in place. Risk assessments were thorough, covering areas such as falls and swallowing difficulties, with appropriate equipment and modifications provided. Staffing levels were consistently high, ensuring prompt support, and medication management was handled safely. The home maintained high standards of cleanliness and hygiene throughout.

Regarding effectiveness, residents and their families expressed satisfaction with the staff's understanding of their needs, highlighting the excellent support provided. The home operated in line with the Mental Capacity Act, ensuring people’s consent was sought and decisions were made in their best interests. Staff received comprehensive training, and newly appointed individuals were well-inducted. The quality of food was praised, with attention paid to nutritional needs and individual preferences, and the home fostered strong relationships with healthcare professionals to ensure holistic patient care.

The care provided at Thorncliffe Grange was described as kind and compassionate by residents and their relatives. Staff consistently demonstrated respect for residents' privacy and dignity, with bedrooms reflecting personal possessions and a welcoming atmosphere for visitors. There was a clear commitment to treating everyone equally, and care plans involved residents in decisions about their support, allowing for significant control over their daily routines. Staff were adept at understanding residents' needs, even those who communicated non-verbally.

In terms of responsiveness, care records were detailed and person-centred, reflecting individual needs and preferences, with clear actions to address identified risks. While an activities programme was under review, a new activities coordinator had been recruited to enhance offerings, and residents could enjoy one-to-one outings. The home had a clear complaints procedure, which had been used to resolve issues effectively. Arrangements were also in place to meet diverse communication needs and support individuals at the end of their lives, including a dedicated family room and a proactive approach to palliative care.

Finally, concerning leadership, the service demonstrated a positive and inclusive culture. The management team was accessible, encouraged feedback, and led by example, fostering transparency and effective communication. The registered manager was highly regarded by residents, relatives, staff, and external professionals, who noted the manager’s empowering leadership style. Key policies and procedures were up-to-date and readily available to staff, ensuring good practice, and incidents and accidents were investigated thoroughly.