Risby Park Nursing 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 outstanding.

At this assessment the rating has remained outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The values and ethos of the service was centred on making sure people were at the centre of their care and treatment choices. People were supported and encouraged to be involved in planning for relevant changes in their needs.

Care plans showed a high level of person-centred detail, showing staff had worked with people and their families to ensure their wishes and feelings were recorded. People and those important to them were actively involved with decisions about the care and support

We observed some people had a ‘my story’ booklet which included information such as their family tree, previous career information and special events and things they enjoyed doing. One person’s care plan stated how they were; ‘religious and liked staff to say the Lord’s prayer with them at night to help them to sleep’.

Staff had spent time with people and their relatives to gain real insight into people needs and wishes. People were encouraged to have goals and aspirations for the future, and staff worked to help people achieve these.

One member of staff told us how one person would become distressed when needing support to change dressings. The person’s family told staff this person loved to watch Catholic mass on YouTube and this had a calming effect on them. Working with the family, arrangements were put in place to provide the equipment needed to enable staff to play a celebration of Mass each time a dressing change was needed. This helped to provide a calming atmosphere for the person during dressing changes and eased their distress.

The provider ensured that people led the service and made decisions and choices based on their wishes, needs and preferences. People using the service were at the heart of decision making. Their voices, preferences and lived experiences directly shaped the way care was planned and delivered, fostering a strong culture of person led care provision.

People were supported by a dedicated, consistent, core team of staff who knew them extremely well, which provided continuity of care. During our site visits we observed staff interacting with people in a therapeutic and meaningful manner with a calm and patient approach.

People told us they were very happy with the support they received. One person said, “It is a 5 star experience here, it is a clean environment, staff are 5 star, extremely caring and amazing. They all talk to me, ask my opinions about things and how I like things done. The staff all help each other and clearly like their work.” A relative told us, “We are very involved in the home and would highly recommend this place – it feels like a home, you can chat to the staff from serious talks to having a laugh – staff have empathy and we are comfortable with staff and them with us.”

Person centred care plans detailed people’s individual communication needs, such as glasses or hearing aids, and any additional resources such as any aids or technology required to support people. Detailed communication care plans were in place, to give staff guidance about how to effectively communicate with people. People had information provided to them in tailored formats, dependent on their needs.

Care and support plans captured ways that met people’s requirements for meaningful communication and decision-making. People’s individual communication needs were assessed and guidance provided for staff such as to communicate when people became sad or distressed.This enabled people to be active participants in their care if this was their wish.

Staff regularly interacted with relatives, took on board feedback and implemented changes when required.

People were provided with information as to menu choices, activities, entertainment schedules and key events were shared with people via notice boards and newsletters.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care. Staff gave examples of how they listened to people and involved them in planning their care. One told us, “We get to know people really well. I know that [person] loves a head massage and [another person] loves to have hand lotion and breakfast in bed every morning. We know what foods people like, who likes to wear lipstick and what they wish to do with their day. We have the right kind of carers who really care.”

People told us they felt listened to.Notice boards displayed information guiding people to raise any concerns or complaints they may have. One relative told us, “I have raised a few complaints and they have always responded to these promptly. The main issue is laundry going missing, but they have sorted it and reimbursed what was lost.”

People’s relatives were very complimentary about the care staff and the promotion of people’s and their relatives involvement. One relative told us, “We are very involved in the home, always welcomed and would highly recommend them. Here it feels like a home, you can chat to the staff from serious talks to a laugh. Staff have empathy and we are comfortable with all the staff and them with us. You are listened to and your opinions matter.”

People and families were involved in making decisions regarding care. Surveys and suggestion boxes were evident as tools to encourage people to provide feedback on the quality of care they received.

We heard examples of how staff knew people really well and ensured that occasions were celebrated in the way that people chose and that was important to them. For example, people were encouraged and supported to celebrate key dates throughout the year including VE day, St Patrick’s and St George’s day. On the day of our 2nd visit, American Independence day was celebrated with entertainment and themed food and drink. Staff dressed up in costumes and people were observed clearly enjoying the event. A staff member said, “We often have events like this. People love to get involved. We also celebrate birthdays with cake. We listen to what people like and do different things and try to suit all tastes. We talk to people and get to know their likes and dislikes.”

We observed one person celebrating their birthday with their family around them. One of the relatives told us, “They [staff] provide a room for us as a family so we can celebrate as a family. Whatever you need they do their best to accommodate our requests.”

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

The provider had systems in place to ensure people had regular access to medical professionals. For example, GP’s and partners visited the service to review people’s health needs.

People’s relatives confirmed they were also kept up to date by staff on any changes in their family member‘s health and wellbeing including informed of any incidents and accidents. One relative told us, “The staff keep us informed and updated on anything that happens and if there are any concerns.”

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.

People’s care plans detailed information such as their religious views and relationships that were important to them. We found the provider worked with people to ensure these needs were met.

Care and support was provided in a person centred way which respected people’s differences and choices, guidance was in place for staff to ensure they understood how people’s wishes and needs should be met and updated when required.

End of life care at the service continued to be exceptional, well planned and staff continued to receive comprehensive training to provide them with the skills needed to ensure end of life was as dignified and peaceful as possible. Enhanced training for staff and projects had been undertaken to raise staff awareness in supporting people to plan for the future and best practice when supporting people with their end of life care. Several staff had been appointed end of life care champions. Staff described how the training they had received taught them the importance of enabling people to plan for their future and provide dignity in death. They also gave examples of how important it was to support the relatives of loved ones who had died. One staff member told us, “We always want to ensure no one dies alone. Most people say they don't want to die in hospital and we make sure we do all we can to respect their wishes. People can stay here with staff they know and we create a calm atmosphere for them. We also know how important it is to support relatives through this time. We care for them also, it is important for us to do that. We have relatives who come back to visit.”

There were notice boards with ‘dying matters’ information for staff and people who used the service to access. People had expressed what mattered to them at the end of life including their last requests. For example, ‘I would like my garden to be left tidy’ and ‘make sure I have got my lipstick on.’

One member of staff told us how when one person, who had recently passed away without any family, the directors and staff organised their funeral. This included a memorial service and the planting of a tree in their memory. The staff member said, “What the [provider] did following the death of [person] meant so much to me, they went above and beyond, paying for everything. They organised the whole funeral. When the coffin entered the building all the staff and directors lined the corridor to say farewell. There was a display of photos showing their life. It was a special day. We care passionately about making the end of life comfortable for people and we make sure no one is left alone. I am one of the end of life champions and I love my role with a passion. That may sound strange, but it is important.” Another member of staff described how support was provided to relatives whose loved ones had passed away, so that they could continue to receive support from the staff team and maintain a relationship with the service and its staff.
People’s care plans were detailed and demonstrated how they were supported to plan for important life changes, so they had enough time to make informed decisions about their future, including at the end of their life.

Where people had expressed a wish not to be resuscitated in the event of cardiac arrest, appropriate records were on file and showed evidence of discussion with relatives and GP authorisations obtained.