Riann Care

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

At our last assessment we rated this key question good. At this assessment the rating has remained 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relatives told us staff were kind and caring. Comments included, “The carers are more bothered about respecting my dignity than I am.” and “They are so very good at engaging [relative] in conversation.” Staff we spoke with spoke about people they supported with kindness.

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 and unique backgrounds. For example, 1 person’s relative told us how a staff member who shared the person’s love of technology had taught them how to use a tablet and voice activated smart speaker. This had a positive impact on the person’s wellbeing.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person said, “Yes from the outset I informed the carers that I would do as much as I can for myself. They will take a step back and let me try things. They are respectful and if they observe me struggling, they will offer to help.” A person’s relative told us how staff supported their loved one to maintain a relationship with their spouse who lived in a care home. This was very important to them and had a positive impact on their wellbeing.

The provider listened to and understood people’s needs, views and wishes. A relative told us how staff supported their loved one to manage their anxiety in a proactive manner. For example, identifying and removing potential triggers. We also saw examples of this in people’s care plans. People told us the service was flexible in changing visit times when needed. A person told us, “If I need to change my hours of care… they will change the times the carer comes to support me.” However, we received some feedback that people were not always informed if staff were running late, which at times caused anxiety.

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

Staff were positive about the support they received at work from the provider and senior staff. Staff comments included, “Very caring”, “treats us like a big family” and “always focuses on staff’s mental health.” Staff felt safe when lone-working and were confident that the on-call system worked effectively when they needed support or assistance. Staff described a positive team culture with everyone supporting each other. One staff member said, “If we all work together, we meet the needs of the client.” The provider had an employee of the month initiative to recognise and reward staff.