Rialto Care & Support

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 is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 did not always treat people with kindness, empathy and compassion. Whilst staff respected their privacy and dignity, some documentation contained some inappropriate wording which showed a lack of kindness and dignity towards people. Staff treated colleagues from other organisations with kindness and respect. Staff knew people well and had built up positive relationships. We observed warm interactions with people and staff included people in everything they were doing. Staff told us they treated people with dignity and gave examples of this, such as knocking on doors and getting towels and clothes ready so people did not have to wait. The provider had also requested frosted glass for the shower, to protect a person’s dignity. Staff supported people in line with their care plans and relationships with relatives were supported and accommodated. Health professionals confirmed staff were welcoming and had witnessed kindness and respect when staff interacted with people.

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 individuality was reflected in their living environment with the décor meeting their sensory needs and preferences. Staff gave examples how people required different approaches. One person communicated slightly differently with each staff member and staff adapted to this. Care plans included people’s preferences and one professional partner commented, “I have seen staff speaking to a parent regarding the person’s wishes and choices.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged and respected people’s choices regarding their daily lives. Staff promoted independence. This included people completing tasks they chose to participate in, deciding when they wanted to go out and choosing which activities they preferred. One staff member said, “I encourage people to do things for themselves where they can, like making choices, helping with daily tasks, and building confidence at their own pace.”

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. A consistent staff team meant staff got to know people very well. Staff knew how people communicated a need through body language and gestures. Staff explained, “[Name] will rub where the pain is.” Recognising how people expressed pain resulted in one person’s clinical need being identified enabling swift treatment. We observed a positive example of responsive care; one staff member quickly noticed when a person started showing signs of agitation. Their timely and skilled response de-escalated the situation effectively, helping the person return to a calm state within moments.

The provider cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care. Staff told us they were treated well, received supervisions and there was always a manager at the end of the phone. One staff member said, “My employer supports me with adequate and up to date training. This helps me improve my knowledge and confidence in supporting my service users effectively.” Another staff member stated they had received a ‘thank you’ phone call from a manager which made them feel good.