Rivendale Lodge EMI Care 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 provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 registered manager and staff 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.

People and relatives were considered and consulted to ensure people’s care met their changing needs. Families told us they were always updated and that communication by the registered manager and staff was very good. On told us, “This place was recommended and we love it. It looks like a home from home, they are so good here. The manager lets us know if anything is wrong. Last week my relative had a bit of an infection, they got the paramedic to come and got her antibiotics. They were on it. They call me and catch up with me if they need to.”

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.

The registered manager and staff worked closely with other healthcare professionals when needed and had built up an effective working partnership with other agencies. This meant that people received ‘joined up care’ and specialist support was available when needed.

Care plans were updated to incorporate any advice or changes to people’s health. Healthcare professionals feedback was positive and demonstrated staff worked with others to ensure people received the best care possible.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s care plans and risk assessments identified any sensory needs or when specialised equipment was required. Flash cards were available to assist people to make choices at mealtimes. Dementia friendly signage was in place around the home, to help people identify communal areas such as bathrooms, toilets and the dining room.

Staff tailored their communication to meet peoples needs. For example, one person was hearing impaired, staff took the time to sit facing the person and spoke slowly and clearly to help them understand what was being said.

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.

A copy of the homes complaints policy was displayed. Relatives confirmed they would be comfortable raising any issues or concern should they have them.

The service had systems in place to ensure people could feedback on the care provided through various channels. Questionnaires were sent out regularly to gain feedback from families. Responses were used to identify any areas where things had gone well as well as identifying any areas for improvement.

Staff had regular meetings and also received one to one supervision.

People and relatives felt comfortable to discuss any issues with staff and told us they felt listened to. A relative told us, “The manager and staff are so lovely and welcoming. The home is so relaxing. My [relative] is so happy, the staff couldn’t do enough, “and “Their communication was excellent, and I always felt reassured that they were in good hands.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff had completed equality and diversity training. People were empowered to live their lives how they chose.

Policies and procedures underpinned all working practices within the service. Records showed people were supported to see health and social care professionals when needed to ensure people received the right support and specialist care when required.

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.

People and their relatives were confident they were treated fairly, and their rights were fully respected regardless of any cultural, health or social differences. People lived with dementia or short-term memory issues, and we observed staff support them with patience and understanding.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff told us they worked closely with the community nursing team and GP to support people when they became unwell and as they approached the end of life. Although there was no one currently receiving end of life care, we received feedback from the family of a person had lived at Rivendale Lodge until they passed away. They told us, “There was a time when my relatives condition worsened unexpectedly, and the staff acted swiftly to manage her symptoms and keep her comfortable. Their professionalism and empathy during this challenging time were truly commendable.”