Rialto Care & Support

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. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. However, some person-centred information required improvements. For example, whilst staff knew people well and were kind and responsive in their interactions, some care plans had contradicting information or lacked details. We raised with this the provider who took immediate action to rectify this. Quality of life tools were completed giving insight to what individuals think and feel to give staff a better understanding of their personal preferences.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care plans were updated when people’s needs changed. There was strong evidence of multidisciplinary working. External health care professionals were involved in supporting the delivery of care. They delivered bespoke training tailored to people’s needs directly to the relevant staff team. Continuity of care was promoted through consistent staffing arrangements and set rotas. One professional partner stated, “Rialto is strong when it comes to continuity of care. Each house they support at has a staff team who have remained in post for some time and so have established positive relationships with the people they support.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided in a variety of formats, including large print and visual formats, such as the service user handbook to ensure people and their families understood what to expect from the service. The provider created social stories for people which were tailored to support life experiences. For example, attending social events and changes to the staff team.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. We observed people were listened to and were in control of their support. Frequent meetings took place with health professionals and service meetings documented actions being taken forward and evidenced positive outcomes. An annual survey was sent to people and their relatives, whilst the responses were all positive, the provider was already considering how to improve on engagement. Relatives stated they were happy to raise any concerns and did this either via a manager or directly with staff supporting their loved ones. The provider had a complaints policy in place.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider monitored all health appointments to ensure none were missed. Staff routinely contacted and liaised with healthcare professionals forming good professional relationships and staff reported reasonable adjustments were made at GP surgeries when needed. This ensured people received a positive experience when attending their appointments. An out-of-hours on- call system ensured support was always available in the event of an emergency or when urgent care was needed.

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. The provider and staff demonstrated a strong culture of challenging inequalities and advocated for people to ensure they were valued in the wider community. All staff had received training in equality, diversity and inclusion.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The provider considered people’s wishes when planning events for the future. People had the opportunity to express their wishes, and these were documented and acted on. People were supported to plan for important life changes. For example, moving to a bungalow to better accommodate mobility and risk ensuring greater independence.