Riverlee Residential and Nursing Home

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 service met people’s needs.

People were receiving a service that met their care and support needs.

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.

Care plans were person centred and reflected people’s preferences, life histories and wishes. People told us they were happy with the care they received, and staff knew them well. A person commented, “Oh they [staff] know me very well. They are lovely and know I like to dance.”

We observed and care plans showed staff respected people’s documented needs and wishes and responded when these changed. People and their relatives participated in reviews of their care. This ensured people received care and support which met their needs and reflected their preferences. Staff worked effectively with health and social care professionals to ensure people received care and treatment to meet their needs when required.

Staff worked effectively with health and social care professionals to ensure people received joined up care provision and continuity. An array of health and social care professionals visited the service on a regular basis to discuss and respond to people’s requests and care and support needs.

Care plans showed staff referred people to other professionals when required. These included occupational therapists, palliative care teams, dietitians, and community mental health teams amongst others.

People and their relatives were provided with information about the service and other services they could access in formats that met their needs. For example, menus and complaints leaflets were produced and provided to people in large print. A manager told us information could be provided to people in large print, braille, audio formats and translated into different languages if required.

People and their relatives were encouraged and supported to contribute their views about the service. A person told us, “It seems like the new manager is really making an effort to get to know us.” A relative commented, “The new manager has already set up a meeting with us all.”

Individual meetings for people and their relatives were held on a regular basis. We saw the minutes from a residents meeting held in March 2025 and a relatives meeting held in April 2025. Issues discussed at these meetings included the introduction of the new manager, meals, activities and laundry. The minutes included feedback and suggestions from people and their relatives. We saw the action plan from the most recent residents and relatives survey. This indicated that people were happy with the service and care provision. There was one action from the survey. Staff were prompted to inform people about culturally diverse food choices. The action plan stated, and the chef confirmed, this action had been addressed.

There was a complaints policy and procure in place and people and their relatives told us they were aware of this. Comments from people included, “I have no concerns, the place is fantastic, but if I needed to complain I would see the unit staff straight away”, “I know how to complain, but the staff are marvellous so I don’t think it will happen”, and “I would speak to the first person I see and then up the ladder till I get the response I want.”

We saw copies of the providers complaints procedure displayed throughout the service. Complaints records showed complaints made were investigated and responded to, and people were informed of the outcome.

People were supported to access the care, support and treatment they need when they needed it.

A GP visited the service every week or when needed to oversee people’s medical needs. The palliative care team and tissue viability nurses regularly attended the service to offer advice to nursing staff. A relative told us, “Our loved one gets to see their social worker quite regularly.” Another relative commented, “[Loved one] has seen a dietician and a speech therapy lady.”

People’s diverse needs and wishes were assessed, documented and respected. The provider had an equality and diversity policy and procedure in place and staff had received training to understand this.

People were cared for and supported at the end of their lives. Staff worked closely with palliative care teams to assess and plan ensuring people’s needs and wishes were respected. Nursing and care staff had received relevant training to ensure they knew how to provide dignified, comfortable and pain free care whenever possible.