Riverside Place

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 newly registered service. This key question has been rated 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 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. Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. A staff member told us, “By spending time with service users we get to know more about them as they tell staff about a lot of their needs and wants. I always engage in chit chats and note down the information, then I discuss this with the seniors to review their care plans.”

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 provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their communication needs assessed as part of their initial assessments and these were regularly reviewed. Alternative ways of communicating with people were detailed in care plans such as using simple and clear sentences. People could access information in different formats such as easy read, if needed.

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 person told us they discussed their care and support with staff, they set goals, then agreed and signed off plans of care, in line with their wishes.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood how to access specialist health and social care support people might need to improve their quality of life.

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. Staff completed regular training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured people’s health and social care needs were fully considered and met.

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. Care plans contained details of conversations staff had with people about their future and end of life wishes. People set goals and aspirations they wished to achieve in life. Care plans clearly documented if people did not wish to discuss end of life wishes at that time, ensuring the provider respected people’s wishes.