Rift Solutions Limited

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 assessment we rated this key question Good. At this assessment the rating has changed to Requires Improvement. This meant people’s needs were not always met.

This service scored 50 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. People’s needs were not always effectively assessed and monitored. When people’s needs changed this was not always updated in people’s care plans and risk assessments. People’s visits were not always scheduled at the time specified in their care plans. For example, we found one person who’s morning visit should have been at 7.30am was scheduled for 6.00am on most days. On some occasions staff were recording arriving at 6am and the person being asleep on their arrival.

The provider understood the diverse health and care needs of people and their local communities. Systems and processes were in place to ensure people had access to health care professionals when they needed them. There was an understanding of the diverse needs of people accessing intermediate care. However, improvements were required in relation to accuracy of people’s records and information sharing to ensure that care was consistently joined up. Improvements were also required with regards to oversight of these records by the management team.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, some people told us they had not had copies of their care plans and risk assessments. People told us they were not always involved in their care plans. One person said, “I have no care plan, I don’t think they are responsive to my care needs.”

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. We found some complaints in the system reported by staff members that had not been captured by the registered manager or the management team. This meant these complaints had not been acknowledged or investigated by the provider to learn and improve. The provider told us they complete quality assurance telephone calls to gain feedback from people on regular basis, however, we found some people’s feedback had not been sought for a significant period.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us the provider supported them to access care and support when required, however care records were not updated or reviewed to reflect this. For example, we have found examples where best practice guidance was not in place or referred to in care planning.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. We found the care plans in place did not always provide enough detailed information on how their health need presented for each person, or adjustments that staff may need to make to adapt the care or support they provided. This meant that people may receive care that is unfair and results in variable outcomes as care planning does not identify and actively address inequalities.

People were not always 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. People were not supported to plan future changes or goals, so they could ensure personalised choices and decisions were known and documented. One person had recently started receiving care for the end of their life and their care plans and risk assessments had not been updated to support this.