Richard House Care Home

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.

At our last assessment we did not rate this question. At this assessment, this question was rated 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives shared positive feedback about staff and the care and support they provided to people. One person told us, “I’m very happy here. Staff are lovely.” One relative told us, “Staff are exceptional here.” For example, during our visit we saw a staff member comforting a person who became distressed and offering them support and reassurance.

Staff we spoke to felt strongly about ensuring people were treated with dignity and kindness. For example, one staff member told us, about the support the team provided to a person who was receiving end of life care and how important it was to them to ensure this person was not left on their own and received the care they needed. One stakeholder told us, “Staff are very kind here. If I place somebody here, I don’t have worry about them.”

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, culture and unique backgrounds and protected characteristics.

Staff knew people well and provided support in a way that was meeting their unique needs. For example, one staff member told us, about supporting a person to whom their identity was very important and how staff ensured they were able to express themselves. This included the way person dressed themselves and did their makeup. One stakeholder told us, “The person I support has been to a few care homes before. This feels like their home now.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

Staff promoted people’s independence and had a good understanding of how to support people in a way that enabled this. For example, during the lunch time we observed staff asking discreetly if people needed any help with their food or drink. One person told us, how they were included in decorating their room, “I told the staff what colour I liked and that’s how they painted the walls in my room.”

People and their relatives were able to provide feedback and raise their concerns. One person told us, “If there was anything I would go to [registered manager’s name].” One relative told us, “If I had any concerns I would go to the manager.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

During our visit we saw staff responded promptly when people needed help and assistance. For example, we observed a staff member comforting person when they got distressed, and then engaging with them in an activity of completing puzzles.”

Staff ensured people’s dietary and hydration needs were met.

People and their relatives told us, they were able to speak up, raise their concerns and felt they would be listened to. One relative told us, “The manager is very helpful, and they would bend backwards for us.”

Staff had a good understanding of people’s individual needs and knew how to meet these.

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

The provider felt strongly about ensuring staff felt supported in their roles and their input in care provided to people was recognised. There was a monthly staff recognition scheme in place.

One relative told us, “My loved one presented an award to staff, it was lovely.”

Staff spoke very positively about the registered manager and the support they received from them. One staff member told us, “I can always talk to the manager, they would always listen.” The registered manager told us, they had an open-door policy.

Staff were invited to attend regular meetings and received regular supervisions. Staff were provided with training opportunities and had access to furthering their careers. One staff member told us, “I completed level 2 qualifications in Health and Social Care, and I would like to do level 3 now.”