Richmond Residential Care Home

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respectedtheir privacy and dignity. Staff treated colleagues from other organisations with kindness andrespect.

We observed staff interacting kindly and compassionately with people and their relatives. Positive relationships between people and staff were evident and had clearly developed over time. Some staff and leaders we spoke with shared personal connections and motivations for working for the provider and supporting people living with dementia. They demonstrated a strong commitment to helping people with these needs and had dedicated their careers to this area of care

One person told us, "I was so depressed when I came here but much better now, the staff are lovely". One relative told us, “My relative is showering now and wouldn’t do before, they are so nice with them”. Another said, “Some of the staff are wonderful” and another said, “The staff we have dealt with are lovely and our relativehas good relationships with the night staff and the maintenance man”.

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

Regular meetings were held for people and their relatives. During these meetings people and their relatives were invited to provide feedback about the service and suggest activities and trips out which they would like to do. This made people feel a part of decisions being made and ensured that they had choice and control.

People’s bedrooms were personalised and decorated according to their wishes, with pictures of relatives and personal ornaments. For example, one person was a fan of a local football team. The room had been decorated in the colours of that football team with photographs of players hung on the wall.

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

The activities coordinator had been working for the provider for over ten years and spoke passionately about their role. There was clear evidence that people were offered a wide range of activities

One relative told us that their family member was given choice by the staff as to whether they want to be in communal areas and take part in activities or not. They said, “They will mix when they want to or have time to themselves, they can choose what to do.” This showed that staff respected the person’s choices. Another relative was complimentary about the activities. They told us, “There are activities going on all the time, hair done and nails. Always activities going on and a local brass band comes sometimes”.

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.

Staff were observed being attentive to people’s needs and being proactive, anticipating the needs of people who were unable to verbally communicate their requests, as well as responding to people who were able to request help.

Staff and leaders received mandatory training on subjects such as using a de-choker device, catheter care, basic life support and first aid, and moving and handling. This showed that the provider understood the need for staff to receive training on a variety of subjects in order to equip them with the skills to respond to people’s immediate needs and a variety or urgent and emergency situations.

Staff were present in communal areas at all times, meaning that there was always somebody on hand to meet the needs of people who required support. One person told us, "I get help with anything I need".

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Many of the staff had been working at the home for more than a decade. Long service awards and certificates of achievement were displayed in the corridors. This contributed to the feeling that staff were valued. Long-serving staff members that we spoke to told us that they did not want to work anywhere else because of the team spirit and community feel at the home, as well as feeling appreciated by their employers.

Staff told us that the provider held an annual Staff Appreciation Week, during which staff received gifts as a token of appreciation and awards were presented. The Employee of the Month award recognised individual staff achievements and performance.