- Care home
Richmond Residential Care Home
Assessment report published 24 September 2026
Contents
Ratings
Our view of the service
The service demonstrated a strong commitment to delivering safe, effective, caring, responsive and well-led care, achieving positive outcomes across all key areas. People benefitted from person-centred support delivered by a stable, experienced and compassionate staff team who knew them well and promoted their dignity, independence and individual preferences.
Robust governance, audit and electronic care recording systems supported a positive culture of safety, learning and continuous improvement. Staff worked effectively with healthcare professionals to monitor health needs, manage risks, optimise medicines and ensure continuity of care. Feedback from people, relatives and professionals was overwhelmingly positive, with many highlighting caring staff, meaningful activities, improved wellbeing and strong relationships within the home.
The service offered a varied programme of activities and maintained strong links with the local community. Leaders were visible, knowledgeable and committed to improving outcomes, with evidence that feedback resulted in tangible improvements, including ongoing environmental upgrades.
A small number of relatives expressed mixed views regarding staffing levels, involvement in reviews and the responsiveness of leaders at times. Some areas of the environment were also noted to be dated, although refurbishment work was underway and plans were in place to continue improvements. Overall, the service demonstrated a culture of kindness, partnership working and continuous improvement, with effective systems in place to support people to live safe, fulfilling and meaningful lives.
People's experience of this service
People told us that they were happy and felt safe at the home. People said that the staff were caring and that they trusted them. There was plenty to do and people felt that they were involved in daily life at the care home. People told us that they enjoyed the food and that there was a variety of choice on offer.
Some people told us that, on occasion, another resident entered their bedroom, particularly at night, which they found distressing. Staff demonstrated an awareness of this behaviour and explained the measures in place to manage it safely. They told us that incidents are usually brief, with staff responding promptly to redirect the person and minimise any impact on others. People also had the option to lock their bedroom doors if they wished. While one person commented, “I shouldn’t have to”, we were assured through discussions with staff and our observations that appropriate action was taken to manage the behaviour and reduce the risk of recurrence, helping to keep people safe and maintain their wellbeing. Relatives were generally positive about their experiences of the home and felt that their loved ones were well cared for and happy. They particularly appreciated the welcoming atmosphere, well-maintained environment, quality of food, range of activities, cleanliness, and the positive relationships established with staff, who were regarded as approachable and familiar.
However, some relatives expressed concerns regarding staffing levels, noting that staff often appeared busy.
Communication was viewed positively overall. While some relatives would have liked more proactive updates and greater involvement in care planning and reviews, many felt able to approach staff and discuss their relative's care. Relatives raised concerns about occasional incidents involving residents entering others' bedrooms and taking belongings, and some described inconsistencies in accounts of incidents and falls. Staff demonstrated an awareness of these issues and explained the actions taken to investigate incidents, manage risks and support people's safety. Some relatives felt they needed to persist before achieving a resolution to concerns they had raised; however, we found there were processes in place for managing feedback and complaints, and overall feedback about the service was positive.