Rievaulx House Care Centre

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This was an unrated service. At this assessment the rating has rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. 1 person told us, “The staff treat us both as part of their family.” Whilst another person said, “I am very impress with how kind they all are.”

Staff 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, culture and unique backgrounds and protected characteristics. Documentation was individualised, person specific and guided staff on how to provide support. People felt the support they received was good quality. 1 person said, “The staff know what I like and don’t like.”

People were supported to live as independent as possible. People who were able were supported and encouraged to access their local community such as going to the local shop. People were supported to maintain control over their lives and staff respected people’s decision making. 1 person told us, “Although I am independent, whenever staff need to enter my room they always, without fail, knock on my door before coming in.”

It could not be assured people’s immediate needs were met due to incomplete recording. We found several examples where people were not supported to change their position in line with medical advice. We did not find people had come to harm as a result of this, however the registered manager and provider agreed to strengthen the oversight around recording all key events.

From the evidence collected, we noted that staff morale was low and staff felt overworked. While it was positive people and relatives felt staff attended to their care needs promptly, staff consistently felt there was not enough staff which impacted on their wellbeing and stress levels at work. Some staff spoke of a culture of departments not working together and some staff spoke about not having the correct cleaning equipment to do their role correctly. Staff told us sometimes staffing levels are OK, but if some minor unexpected events occur, this quickly turns into tasks becoming unmanageable and increasing staff pressure and stress levels. 1 member of staff told us, “The staffing levels are OK but it only takes a show round, GP visit or perhaps someone going to hospital and where someone [staff member] needs to be attending to that, it then really quickly becomes too much [work].” While staff understood the dependency tool reflects there are enough staff, this is not the reality felt by staff when working within the service. 1 member of staff told us, “The manager has explained the dependency tool but doesn’t feel enough. We are really struggling.” While another member of staff told us, “I have nearly had enough. It is too much work for the staffing levels we have. If things don’t improve soon, I may need to leave.”