Rivendell 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 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 support choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans showed a good level of person-centred detail, showing staff had worked with people and their families to ensure their wishes and feelings were recorded. People and those important to them were actively involved with decisions about the care and support which they received. The service ensured people were at the centre of their care and support choices. Any changes in people’s needs were responded toswiftly.

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 service treated people as individuals and made sure people’s care, support met people’s needs and preferences. The service worked well with external agencies and always sought to provide joined-up care and support in collaboration with them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's care plans considered their communication needs including sight, hearing and speech, as well as any sensory and whether people required glasses, or hearing aids.

Staff used a range of communication approaches and understood how each person preferred to receive information. They used this knowledge to adapt their communication style, ensuring people were involved in their care and able to make informed decisions

Staff told us they could access the electronic care records system via their smart phones. Staff had instant access to up-to-date information about people's care.

People were meaningfully involved in the service’s communications. With consent, stories and achievements being shared publicly, promoting pride and recognition.

The provider enabled people to share feedback, or raise complaints about their care, and support. Staff involved people in decisions about their care.

The provider made it easy for people to give feedback, shareideasor raise concerns about their care, whichensured people were involvedin decisionsabout their careneeds. People and their relatives understood how to make a complaint, and they told us they felt comfortable raising concerns. The registered manager responded to issues promptly and worked in partnership with families to plan and review care, consistence with the requirement forjoined‑up, responsive support.A relative told us, “I think on the whole they are very good company and they do listen.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to external health professionals to promote and maintain their wellbeing. Staff, when needed, could assist people to attend external appointments.

The provider had policies on equality, diversity and inclusion, and staff had completed relevant training. When staff spoke other languages they were matched accordingly with people from the same culture. This helped to ensure they understood people’s protected characteristics and the importance of delivering fair and equal care.

Relativestold us they were involved in decisions aboutpeople’scare, and staff respected their choices and preferences

The provider worked to ensure people experienced fair and equitable outcomes, recognising and responding to any individual needs that could place people at risk of inequality. Documents showed a detailed equality and diversity policy which emphasised staff responsibilities to respect and promote people’s characteristics and individuality. For example, we saw that for 1 person the provider had sought specialist advice to ensure culturally appropriate meals were provided.

People were encouraged to take part in activitiestomaintaintheir independence, and stay active, which improved their health, confidence, and quality of life. Relatives said people had more opportunities and enjoyed a range of activities. Staff respected people’s beliefs, culture, and identity, and made sure everyone felt included and safe to express themselves. The provider’s focus on equality and inclusion helped people receive fair, personalised, and meaningful care.

The provider helped people plan for significant life changes, including end of life, when this was required. The registered manager explained that when people had end of life needs, a separate care plan was created to ensure wishes and needs were met. This demonstrated preparedness to respond sensitively to future needs.

This focused on individuals’ wishes and priorities, reducing emotional strain on people and their families while ensuring care remained dignified, compassionate, and tailored to each person’s needs.

Management ensured staff had guidance to support people through transitions and more complex decisions. They were responsive and playedan important rolein involving external professionals in people’s care.