Richmond House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated people with care, kindness and respect. Staff had developed positive relationships with people and supported them in a dignified way, maintaining their privacy. We observed positive interactions and people were relaxed and happy throughout the assessment. One relative told us, “Staff are good people, they are sincere, good people”. Visiting professionals were welcomed into the service.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Records included people’s wishes, preferences, likes and dislikes. People’s communication needs were consistently met. Staff knew how to communicate with people in an individualised way. Choice was respected and people were supported to make choices. For example, 1 person was supported to choose and prepare a drink and meal, visual cues were used that were individual to the person. This meant their communication needs were met which supported the activity to be a positive and enjoyable experience.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s individual needs and choices were consistently considered. For example, accessible technology was used to enable a person to choose their own décor, staff promoted independence by supporting a shopping trip to enable the person to buy the items they had chosen. People had full choice and control over how they spent their day and staff supported this to ensure people’s individual needs were catered for. For example, 1 person had a daily document to record their chosen daily activities. This was produced in an accessible format the person could refer to throughout the day, as a reminder of the activities they had chosen. Sensory lights, objects and music were provided in a room which were individual to people’s needs and preferences, people had choice where they spent their day. One relative told us, “They are good at communication with [Name] and helping [Name] to make choices”. We observed a person frequently choosing going out for a walk in the community, and supported to enjoy the garden area, staff respected their choice supporting the person with kind, positive interactions.People had choice of a varied range of activities in the home, and in the community, which met each person’s individual needs.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Observations throughout the assessment showed people’s needs were responded to without delay. Staff understood the people they supported and acted quickly to reduce any distress. For example, 1 person was showing signs of experiencing pain. Staff engaged the person, showed skilful communication and acted immediately to support and alleviate their pain, meaning the person’s distress was momentary.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were supported well at work. A staff reward scheme to recognise achievements was in place. Feedback from staff included, “We are treated well. [The registered manager] really appreciates us and, is grateful” “We know who we can speak to if we need to escalate anything” and “We are appreciated, days off for an appointment is fine, staff work together to support as well”.