RivaHealth Clinics

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated as good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed staff consistently treating people with kindness, dignity, and respect. Positive relationships were clearly evident, with friendly interactions that showed both people and staff felt comfortable and at ease in each other’s company.

Cultural sensitivity was a key feature of support, with staff demonstrating a deep understanding of individuals’ backgrounds and beliefs as fundamental to their identities. For example, one person was actively supported in building connections within their community, while staff ensured their nutritional needs were met in alignment with their cultural preferences.

Conversations between staff and people were caring and meaningful. Staff showed genuine interest in what people communicated, using appropriate humour and supportive exchanges, such as while assisting someone to prepare their lunch.

Privacy was respected at all times. People had access to their bedrooms with the ability to lock doors, while staff balanced this with regular wellbeing checks, demonstrating sensitivity to both safety and personal space.

Feedback from people confirmed they felt supported with respect and compassion. Staff confidently described strategies they would use to comfort and reassure people when they appeared distressed.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care records were personalised, clearly reflecting their unique needs, wishes, and preferences. Detailed interventions and strategies guided staff to ensure safety while honouring each person’s background and identity.

People were actively encouraged to express themselves and embrace their own identities. Staff supported people in presenting themselves authentically. For example, one person who loved writing poetry and creating artwork was supported to participate in these creative and expressive activities. Another person received encouragement to pursue volunteering opportunities alongside gaining independent living skills such as cooking and budgeting.

Staff told us, “I support people to make choices and by giving them clear information in a way they can understand, offering options and respecting their decisions.”

People confirmed they were treated well and staff understood their individual needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were actively supported to maintain their independence, including assistance with shopping and food preparation. Staff attentively monitored areas where people required extra support, such as handling sharp kitchen tools or managing hot surfaces. Rather than taking over the tasks, staff patiently guided and demonstrated safe food preparation techniques, empowering people to build their skills and confidence while ensuring their safety.

Staff actively shared knowledge with people about their rights and how to shop online safely and stay vigilant against potential risks. When one person reported feeling affected by an online scam, staff promptly supported them in raising a complaint with the seller. Additionally, staff provided ongoing assistance to help manage the person’s finances in a way that promoted independence, ensuring support was offered without taking control away from them.

A staff member told us. “To support someone to be independent we have to allow them to do things they can manage and only assist where needed by also helping them to go out and access the community and activities.”

A second staff member told us,”I support independence by encouraging people to do as much as they can for themselves, even if it takes longer. I provide help only where it is needed and promote confidence. This helps maintain their dignity and self-esteem.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People were listened to, and we saw multiple examples of where staff provided timely reassurance and comfort during moments of distress. Care records clearly outlined proactive strategies designed to minimise the risk of distress, ensuring staff anticipated and addressed potential triggers. Additionally, detailed reactive approaches were in place for situations where a person became more agitated or heightened, guiding staff to offer the appropriate support needed to help the person regain calm and emotional balance.

A staff member told us, “When someone is being aggressive, we need to ensure that we are safe and others around. Be calm and speak in a low calm voice and reassure them.”

Staff observed that one person could become alarmed for their own safety and responded promptly with plenty of reassurance and gentle redirection. Their calm and attentive approach helped to ease the person’s distress, ensuring they felt supported and secure in the moment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt well supported and worked within a positive, nurturing environment that encouraged a rewarding balance between work and personal life. Flexible working arrangements allowed staff to accommodate educational and family commitments effectively. Staff members confirmed they regularly received breaks and valued the opportunity to have open, supportive conversations with leaders.

Professional development was actively promoted, with staff receiving ongoing guidance and encouragement through supervision, appraisals, and team meetings. One staff member shared, “I feel supported by my manager; they are very approachable, listen to staff concerns, and provide guidance whenever necessary,”.