Riann Care

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

At our last assessment we rated this key question good. At this assessment the rating has remained good.This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. A relative told us staff who cared for their loved one were matched based on shared interests and how the person interacted with them. People told us they felt involved with their care and support. A person told us, “They have woven my care to fit in with my routines which enables me to feel safe, relaxed and well looked after.”

The provider ensured care was joined up, flexible and supported choice and continuity. A relative told us when their loved ones needs changed, the provider worked with them and other professionals to increase their care package. This meant the person was able to remain living at home and continue to be supported by staff who knew them well. A staff member told us when a person needed to attend hospital following a fall, care staff went with them to ensure they were supported until they were less distressed.

The provider supplied information in formats that were tailored to individual needs. A staff member told us how they used a whiteboard and magnets to show a person what is happening each day to help manage confusion. When people first started receiving care from the service, the provider shared the office contact details using multiple methods, including large print fridge magnets. This supported easy access to the information.

The provider sought feedback and ideas from people about their care and support. For example, conducting regular quality assurance calls to people and their relatives. However, we could not be assured complaints were always dealt with appropriately. For example, we saw a complaint from a relative detailing their concerns and clearly requesting points to be addressed as part of the investigation. A timely response was provided to the complainant, but this did not demonstrate an investigation into the concerns or address the specific queries within the complaint

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and relatives we spoke with told us the provider was flexible in changing visits when needed, in order to meet their needs. The provider had an out of hours process which meant people and staff had access to support for emergencies when outside of office hours.

The provider listened to information about people who are most likely to experience inequality in experience or outcomes. The provider had an equality and diversity policy, and staff received training. People and relatives told us they were treated with dignity and respect.

People were supported to make informed decisions about their future, including at the end of their life.The service was engaged with a local hospice and received training in end-of-life care. Staff we spoke with demonstrated a passion for supporting people to remain at home if this was their wish. We saw thank you cards from family members of people who the service had cared for at the end of their life.