Richmond Village Coventry

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 inspection we rated this key question Good. At this inspection 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 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.

People felt their needs were met. People said they had been involved in decisions about their care which were reflected in their care plans. These helped staff to support people in providing person centred care. One person told us, “They once asked us if we could make a wish, what we would wish for. I said a cheese and wine session. They did put it on for us and it was lovely.” Another person told us how staff had recognised they were not their usual self. They told us, “I was having a bad time, they sat down with me …. they supported me, and I felt better after.”

We saw staff were attentive to people’s needs. There was a recognition that people’s interests and motivations could change over time. One staff member told us, “We talk to residents regularly about whether they still enjoy what they enjoyed 2 months ago." One staff member told us how they used their knowledge of people’s backgrounds to understand topics that could cause the person anxiety and distress and those that could divert and reassure the person. Another staff member described how 1 person’s preferences for having their curtains closed was linked to their experiences when they were younger.

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.

People’s care records set out their health needs in a way which helped staff understand how to respond and support them safely. Staff worked with other professionals involved in people’s care, such as GPs, nurses and commissioners. Advice from these professionals was incorporated into people’s care plans and used to support continuity and guide staff practice.

Staff understood what local services were available and used these to help people access the right support at the right time. This contributed to people experiencing positive and timely outcomes. People were taken on trips into the community and outside providers came into the home to support people with activities. We saw photographs showing people smiling and interacting with animals including kittens. These activities included those people who were cared for in bed.

Intergenerational relationships were promoted through regular visits from 2 local primary schools. A member of staff explained, “We have 2 schools and each school visits monthly. They share an activity with the residents which is led by the school and then they join the residents afterwards for lunch."

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

Staff supported people to communicate in ways which were right for them. Each person had a communication plan describing their preferred ways of communicating which helped staff respond consistently to their needs.

The registered manager told us,” We speak with our residents a lot. We know what they need and how they need to access things.” They told us people who enjoyed reading had access to audio books and books in large print to accommodate any sensory needs.

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 staff member told us how they supported people to raise any concerns so they could be immediately addressed. They told us, “If 1 of the clients has said they are not happy about something, I say I will go and have a word with [registered manager], and she comes straight back to them."

People told us they were listened to and staff acted upon any requests for support. One person told us, “If we have any concerns we would speak to staff, and they would put it right straight away.” A relative told us, “They do call us if they have any concerns, if we have a concern we would speak to them, and it is always sorted.” People had opportunities to raise any concerns or issues they had at resident meetings. The registered manager told us, “We use resident meetings to look at what needs to improve. For example, they (people) felt there was nowhere for them to sit communally that is not in the dining area so we are looking at making a room where can sit with family and have a private chat.” They also told us, “We are trying to improve our outside space. The middle garden residents helped us to design. Residents want to grow their own fruit and vegetables, so we are going to look at improving this.”

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

Staff aimed to ensure people were treated fairly and ensured any support needs linked to their protected characteristics were understood and met. This helped people to lead fulfilled lives. Staff understood the discrimination and inequalities people using the service could face and took steps to ensure these risks were reduced. Staff worked closely with other agencies and advocated on people’s behalf, so they had the best opportunity to make informed choices about their care and daily lives. Health professionals visited the home which meant they were more accessible to people.

The provider was proactive in ensuring everyone living in the home was able to access the facilities and communal areas. For example, the doors to the outside areas had been replaced to enable people in wheelchairs to access the gardens easily. A new accessible green house and raised flowerbed enabled everyone to enjoy the activity of gardening.

For those people who were unable to go shopping regularly, ‘pop up stores’ and an in-house shop gave them the opportunity to make personal purchases.

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 was responsive to the needs of people with protected characteristics, ensuring care was personalised and adapted as their needs changed. People’s care needs were regularly assessed and reviewed to ensure their care, support and treatment remained appropriate. People’s individual preferences were recognised and supported, helping to reduce isolation and enhance wellbeing.

Staff told us they would speak up to ensure people received the care and support they wanted and needed. One staff member told us, "When they have got dementia and can't speak up, you are their voice." Another staff member explained, "They haven’t got a voice themselves sometimes. All it takes is someone to sit down and listen to them and that calms a lot of them down. All said and done, it is just giving someone that little bit of time; it goes a long way."

We saw that mealtimes were managed so that people who needed assistance to eat were able to eat at the same time as others. The registered manager told us, “Residents that come to dining room are served by hosts if they don’t need help. Carers come down and support others if they need assistance so that they eat at the same time. If a resident is going out, they would be prioritised. A senior carer and host manage mealtimes to check all meals are going out at the right consistency and they get the right support.”

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.

The provider had systems in place to ensure people’s preferences for care and support were obtained should they became seriously unwell and required end of life care. This helped to ensure their preferences and wishes were implemented. For example, 1 person had an ‘advanced’ care plan which stated their wishes in regards to being resuscitated, whether they wished to remain at the home or transfer to hospital if they were at the end of their life.

Staff told us they would use the advanced care plans to ensure people’s wishes were followed. One member of care staff told us, “End of life care is very good because the nurses are really on it. If we went to the nurses and said so and so is showing signs of pain and if someone needs pain or sickness relief, they really are very good. Their knowledge is immense here."