The Ridings Care Home

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery. Peoples care was tailored to their individual needs and wishes. Extra support was provided to vulnerable people to make sure they could enjoy the same comforts as others. Adjustments were made to the home with equipment and changes to support everyone to access as much of their home as they could independently. People were supported with their communication needs by staff who knew them well and could help ensure they understood the options available to them day to day.

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.

People’s care plans contained a good level of detail to reflect their physical, mental and emotional needs. During our last assessment of this key question, we saw people were not always provided with bespoke and tailored care. At this inspection, we saw that care was planned for people’s individual needs and wishes and was delivered in a person centred way. One relative we spoke with said they had been involved in the initial development of their loved one’s care plan, but not in any recent reviews. Aside from this all the relatives we spoke with told us they were involved in the ongoing development of care plans. This ensured guidance for staff was reflective of up to date, accurate details about people’s care needs, as well as their wishes and preferences. We saw many examples of adjustments made to people’s rooms, routines and activities to ensure the most appropriate care and treatment. For example we saw a person being assessed for new equipment to help them move around their home more safely.

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.

Systems were in place to make sure when people moved into the service, or had to stay in hospital, information about their care and treatment needs was shared. People had individual hospital passports which summarised key care needs and recent updates about any changes to their wellbeing. This helped people to receive joined-up care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Copies of key policies and procedures were available in reception for anyone who needed to see them. Copies of the complaints and compliments policy and procedure were available in an easy read format. This helped people who might struggle to read or understand a detailed procedure to understand their rights. At our last assessment of this key question, we found people whose first language was not English were not always supported effectively with their communication. At this current inspection we found efforts had been made to facilitate communication with people whose first language was not English. Staff told us about key words and phrases they would use to help them communicate, as well as none verbal communication. This helped to provide people with information about day to day choices such as what activities were available and what meal options were available to them.

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. People and their loved ones told us they knew how to raise a concern or a complaint if they had one. Although no one we spoke with had had cause to raise a concern in recent months. One relative told us, “If I had any concerns I would speak to the manager, but I have never had to raise any.” A person living at the home said, “ I have never had to raise any concerns.” Meetings were held weekly with people to seek their feedback and ideas about how to improve the service. Each of the 4 areas of the home had an ambassador for the area they lived in to help represent the views of people using the service. Quarterly meetings for relatives had been introduced to give loved ones a chance to discuss any ideas or concerns they had. Staff had quarterly meetings, they also told us they felt confident to raise any ideas or concerns. The management team told us about plans and changes which had been made as a result of consultations with staff about how to improve the service. The registered manager confirmed they had not received any recent complaints. They explained they had an ‘open door’ policy to make sure people and relatives could approach them in a timely way with any concerns. At our last inspection we had concerns about how complaints were managed. At this inspection there were no examples to review. However, there was a system in place to enable the management team to analyse and respond to complaints and concerns raised.

The provider made sure that people could access the care, support and treatment they needed when they needed it. We saw reasonable adjustments had been made for people to allow them to move around their home and communicate as well as possible. For example the management and staff team were mindful of ways in which younger people’s needs and wishes about their daily living may differ from older adults. This informed how care was provided to some of the younger people living at the home. People were provided with facilities and equipment to maximise their independence and access to their home. Training was provided to staff to support them to be aware of legal equality and human rights requirements. This supported the staff team to avoid discrimination and consider people’s individual needs and wishes.

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. For example staff were caring for a person who did not have friends or family to support them and did not have access to the same benefits as others. They had taken additional steps to make sure the person was provided for and had all they needed to meet their day to day needs and wishes. People were provided with advocates to help ensure decisions were made in their best interests and their rights were protected. People who did not have the finances or external support to give them a personalised room had been supported to have pictures, ornaments and a television for entertainment.

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. At assessment people were asked about their plans for the future. This supported people to make informed decisions about their care while they had capacity to do so whenever possible. People had been asked to express their wishes about cardiopulmonary resuscitation. Such decisions were recorded clearly so staff were aware or could find the information easily. A person had expressed some wishes about their future, but these wishes involved complex decisions which they may find difficult. They were being offered the support of professionals to help them decide about changes for them which were safe and appropriate. At the time of our assessment no one was receiving end of life care. We saw people’s plans and wishes recorded in their care plans. The management team had provided training for staff in how to support people to have a comfortable and dignified death.