The inspection took place on 20 and 21 March 2018. The first day of inspection was unannounced and the second day announced. This was the first rating inspection for the home under a new provider. Following this inspection we have rated the home as Good.

Thornbury Care Centre is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Thornbury Care Centre accommodates up to 44 people. At the time of our inspection there were 21 people living at the home, some of whom were living with dementia.

The provider’s registration of Thornbury Care Centre took effect on 31 March 2017. We found a full refurbishment of the home was in progress and was due to be completed at the end of June 2018. An improvement plan was in place which was progressing well. People, relatives and staff gave positive feedback about the improvements the provider was making to the home.

The home had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. People, relatives and staff told us the registered manager was approachable.

People and relatives gave us positive feedback about the care provided at the home. They told us the care was good and staff were caring. We observed staff were respectful towards people and promoted their independence as much as possible.

There were sufficient staff deployed to meet people’s needs in a timely way. During our inspection we noted staff were visible around the home in order to support and assist people when required.

Staff told us the home was safe. They did not have concerns about safety and knew how to raise concerns if required. The provider followed agreed local safeguarding procedures to deal with safeguarding concerns. Previous concerns had been fully investigated.

The provider had effective recruitment processes to help ensure new staff were recruited safely.

Medicines were managed safely. Records accurately accounted for the medicines people had received.

Staff carried out a range of health and safety checks and completed risk assessments to help maintain a safe environment. Plans were in place to deal with unforeseen emergency situations.

Staff received good support from management and were provided with training opportunities relevant to their individual role. Records confirmed training, supervisions and appraisals were up to date.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were supported appropriately to meet their nutritional needs and to access health care when needed.

People’s care plans contained accurate information which was personalised and reflected their needs.

Complaints had been fully investigated and resolved in line with the provider’s complaint procedure.

The provider had a structured approach to quality assurance to help ensure people received a good quality of care. Where areas for improvement had been identified, action plans were in place to address these areas.

There were opportunities for people, relatives and staff to provide feedback about the home. For example, regular meetings, care reviews and formal consultation.