Centralised care billing, procurement, HR compliance, and rosters

Client Overview

Company Name

Thornbury Care and Hospitality Group Ltd.

Company Address

Thornbury House, 44 Redcliff Street, Bristol, BS1 6NB, England.

Industry Details

Residential, nursing, and dementia care across eight registered care homes in Bristol, Bath, Weston-super-Mare, Taunton, Exeter, and Gloucester. Total registered capacity of 480 beds.

Entity Size

Around 480 employees across eight care homes and a group support office.

Product/Solutions Implemented

Dynamics 365 Business Central, Dynamics 365 HR.

Duration of Project

9 months.

Thornbury Care and Hospitality Group logo

Thornbury Care and Hospitality Group partnered with us to modernize finance, workforce management, and compliance across its eight residential care homes by implementing Dynamics 365 Business Central and Dynamics 365 HR. The solution replaced disconnected finance systems, spreadsheet-based payroll and rota management, manual resident fee billing, and paper-based employee compliance records with a unified digital platform. Finance, purchasing, resident billing, HR, payroll preparation, and regulatory compliance now operate from one connected environment, providing greater visibility, automation, and operational control. Leadership can now monitor financial performance, workforce readiness, and compliance status across all care homes through real-time dashboards, enabling faster decision making and consistent service delivery.

By unifying finance, HR, resident fee management, and compliance within Dynamics 365, Thornbury Care and Hospitality Group established a single source of truth that strengthens operational governance, improves financial accuracy, and supports high quality care across every facility.

Hospitality - Residential CareDynamics 365 Business CentralDynamics 365 HR
Dynamics 365 implementation for residential care operations

A leading residential care provider delivering nursing, dementia, and specialist care services across a network of eight care homes in South West England.

The Challenge

  • Local authority-funded resident billing was produced manually from fee schedule spreadsheets, causing errors on approximately 22% of local authority invoices each quarter.
  • NHS continuing healthcare billing was tracked separately and frequently reconciled incorrectly against ICB remittances.
  • Food, consumable, and maintenance purchasing was informal, with no purchase orders and no invoice matching before payment.
  • DBS checks, training records, and right-to-work documents for 480 staff were held in separate paper files, making CQC inspection packs slow to prepare.
  • Staff rotas and payroll submissions were spreadsheet-based, with errors on approximately 20% of pays per period.
  • Group management accounts from eight home reports took 18 working days and were considered unreliable for decision-making.

Our Solution

Fee Billing, Purchasing, and Finance

  • Business Central was deployed with a company per care home and a consolidated group entity.
  • Care home fee schedules are maintained in BC per resident, including local authority rates, CHC commissioner rates, and private self-funding fees.
  • Rate changes are applied centrally in BC and cascade to affected resident records automatically.
  • Food, consumable, and maintenance purchasing now uses BC purchase orders, approvals, and three-way invoice matching.
  • Group management accounts are produced from BC in 4 working days with daily P&L by care home and funding type.

HR Compliance and Workforce Management

  • Dynamics 365 HR was implemented across all homes and the group support office.
  • DBS dates, training records, and right-to-work documentation are held against employee records with automated renewal alerts.
  • Digital rosters replaced spreadsheet rotas and payroll preparation exports now flow from D365 HR to the payroll bureau.
  • A CQC readiness dashboard shows outstanding compliance items by home and provides a consolidated group HR view.

The Impact

Thornbury centralised fee billing, purchasing, finance reporting, workforce management, and compliance visibility across eight care homes.

0%

Faster Financial Close

Business Central reduced group financial reporting from 18 days to 4 days.

$0K+

Revenue Protection

Automated resident fee schedules reduced billing errors and protected recurring care revenue.

0%

HR Compliance Visibility

D365 HR provides real-time compliance status for every employee across all eight homes.


Care home management should be about residents, not spreadsheets. We were spending more time chasing DBS renewals and correcting payroll and arguing with local authorities about invoices than we were focused on the homes. Dynamics took most of that away.

Sandra Thornbury
Chief Executive
Thornbury Care and Hospitality Group Ltd.

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