RivaHealth Clinics

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

Responsive – this means we looked for evidence that the provider met people’s needs.This is the first assessment for this service. This key question has been rated as good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care was carefully planned to meet each person’s unique needs. Personal preferences were clearly recorded in care plans, including choices such as the preferred gender of a carer and any necessary adjustments to support communication, for example, the use of an interpreter.

Physical, emotional, social, and cultural needs were clearly identified in care records, and staff demonstrated a detailed understanding of how each person should be supported. Care plans were developed collaboratively with the person, alongside health and social care professionals and family members where appropriate. These plans were regularly reviewed to ensure they remained current and relevant. When new care needs or goals were identified, they were promptly added to the care plan, ensuring that support adapted to meet the evolving requirements and aspirations of each person.

A staff member told us. “Service users have detailed care plans, and we are asked to read and understand what needs any of the service users require, and how to best meet the needs.”

A person we spoke with confirmed they had been involved in planning their care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider demonstrated collaboration with health and social care partners to ensure seamless continuity of care for people. Any concerning health information was communicated promptly between relevant professionals, facilitating timely responses to changing needs. Staff actively supported people to attend regular appointments with healthcare practitioners, with clear documentation of outcomes maintained in each person’s records. Additionally, regular mental health reviews were conducted to monitor and address emotional well-being, ensuring that people’s psychological needs were consistently met alongside their physical health.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was made available to people in accessible formats, including Easy Read and translated materials, to ensure everyone could understand and engage with it. People received timely updates, such as outcomes from health and medical appointments, and were kept informed about any changes to the services they received. For example, one person was allocated a dedicated, lockable cupboard for their food, and staff supported other tenants to understand and respect this arrangement.

We observed a staff member clearly explaining changes to a person’s medication, including how they would assist in obtaining a new prescription from the pharmacy. This demonstrated a thoughtful, supportive approach that ensured the person remained informed and involved in managing their health.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

A complaints policy was in place, and staff were knowledgeable about how to escalate concerns to leaders appropriately. Although no formal complaints had been received by the provider, an accessible complaints procedure was available to people in an Easy Read format if required.

People expressed confidence in knowing how to raise a complaint and felt assured that their concerns would be genuinely heard. One person shared that staff listened attentively and were willing to address issues, noting that their concern was more of an informal grumble than a formal complaint but that it was taken seriously and actioned where possible.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were treated with fairness and respect, with staff proactively providing additional support to ensure that treatment and assistance from other services were accessible to everyone. For example, staff contacted the police and ambulance services to support people in distress. Both services took the time to listen carefully, understand the person’s concerns, and offer reassurance. This compassionate approach was complemented by staff members who also provided calm and supportive reassurance, helping people feel safe and understood in difficult moments.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

It was evident people were receiving person-centred care and support in the supported living setting that enabled them to live an independent lifestyle within the community.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

As part of the care planning process, individual goals and desired outcomes were documented. Discussions also included future aspirations, which were recorded accordingly. For instance, one person expressed a goal to engage with staff in conversations about future plans without feeling overwhelmed. Another aspired to pursue a career in the beauty industry, and staff were actively supporting this ambition by providing opportunities to build the necessary skills and confidence.