Ridgemoor Road

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 inspection we rated this key question good. At this inspection the rating has remained 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, relatives and representatives we spoke with, told us staff were kind, patient and caring. We observed interactions which clearly demonstrated staff knew peoples likes and preferences, staff were able to identify when people became anxious and offered people support in different forms to reduce their anxiety levels. We observed people enjoying “banter” with staff and reminiscing of previous activities and days out which they had enjoyed. The service held a dignity coffee morning during our inspection visits where people told us they had enjoyed listening and interacting with a live singer. People told us they liked staff and they were “good”. Relatives and representatives also shared the same views and said staff were kind and caring. All staff we spoke with told us they enjoyed their role supporting people at Ridgemoor Road, one staff member told us, “I get on with everyone here, we all enjoy having a laugh together”.

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. People’s care plans demonstrated ways in which they were treated as individuals, some people chose to access community activities and local shops, whilst others preferred a more relaxed lifestyle and chose to spend time in their home. Staff offered in house activities to enable people to continue to maintain and develop skills. We observed people baking and completing household tasks. People also attended events of personal interest to them, some people had been to football matches, concerts, pantomimes and took regular holidays of their choice.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to maintain their independence where possible. For example, encouraging people to participate in household tasks and shopping for the service. One relative told us, “They are encouraged to do what they can and also to make things. It is a lovely thought that they are encouraged to do things, but not past the point of their abilities”. People were engaged in changes to the service and had chosen new furniture and wallpaper as part of the refurbishment process. People were involved in other opportunities and activities which were in the local community and some people attended with their friends and family.

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. All relatives and representatives spoke positively about staff responding to people needs. One relative told us, “I've no concerns, they either ring an ambulance or the doctor. They are being better looked after than you or me. They had a couple of trips, and straight away, they were ringing me, letting me know, they got them into the doctors, they did blood tests, yes, I'm happy they are there”. Healthcare professionals also confirmed this, one healthcare professional said, “It is clear the staff know their resident's well, they will escalate appropriately and have the required skills”.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported by leaders and could raise concerns, and they would be acted upon. The provider had processes in place to support development of staff, these included staff meetings, supervisions and training courses to develop staff’s knowledge.