Richmond House

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 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.

We observed people were supported to have meaningful choice and control over how they spent their day. Staff worked in a flexible and person-centred way to enable people to access a wide range of activities that reflected their preferences, wishes and aspirations.Care records showed people were routinely involved in decisions about their care and support and people were supported by staff who knew them well. People’s bedrooms were personalised, and the general environment was homely. There was a relaxed atmosphere, reflective of a family home, where relationships between staff and people were positive.

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.Systems and processes were in place to support continuity of care and to ensure people had access to relevant health professionals when they needed them. Staff understood people’s needs and supported them in attending appointments when required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.Staff knew people well and communicated with people in a way which was suited to their needs and preferences. Information was available in adapted formats. We observed tools being used to aid communication. For example, picture cards, easy read information and electronic devices.

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.

The provider had an up-to-date complaints policy and procedure. A robust recording system was in place to log complaints and action taken. Where improvement plans were in place these were reviewed. Relatives told us they were given frequent opportunity to give feedback about the service their loved ones received and felt comfortable to raise concerns if they needed to. Staff had access to electronic surveys. The provider promoted regular feedback from staff and people using the service. Comments from staff included, “There’s a culture of openness” and “[The registered manager] is really open to suggestions to improve the home”.

The provider made sure that people could access the care, support and treatment they needed when they needed it.People were supported by staff who worked hard to ensure that the barriers people living with a learning disability and/or autism faced were removed. They ensured people they supported had access to health services 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 were given opportunities and choices to positively impact their experiences. Staff worked hard to ensure people they supported had the same opportunities as people who did not live in a care service. For example, accessing health care, engaging in the community and participating in varied range of social activities to meet their individual needs. There was an overall focus on improving people’s quality of life.

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 supported people to plan for important life changes, so they had enough time to make decisions about their future. People and relatives were involved in planning for the future and peoples care plans reflected this.