The Richmond

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of Assessment: 4 November to 17 November 2025. The Richmond is a care home providing accommodation and personal care for up to 50 people. At the time of our assessment there were 48 people using the service. Some people were living with dementia. We carried out this assessment because we had received some concerns about staffing, and personal care. We also assessed the service due to the age of the rating. We last assessed the service in 2018 and rated the service good. At this assessment the service has remained good.

Risks associated with people's care were identified and managed to keep people safe. Staff knew people well. Some documentation could be improved to reflect care given. We carried out a tour of the service and found it to be clean and well maintained. Environment checks were completed, and records were comprehensive. Staff were recruited safely and pre-employment checks carried out. Staff and leaders understood safeguarding processes and people felt safe living at the home. People received their medicines as prescribed.

People’s needs were assessed and care plans devised to meet people's preferences. People had access to healthcare professionals and referrals were made as required. People's health outcomes were identified and monitored. Staff supported people to consent to their care.

People were supported by staff who knew them well and were kind and caring. Staff responded well to people’s needs. The provider had a complaints procedure which supported people to raise concerns if they needed to. Governance systems in place were used to identify areas of improvement and actions were taken to address any issues.

People's experience of this service

During our assessment we spoke with people who used the service and their relatives. Everyone we spoke with were happy with the care provided and felt the service was safe. One person said, “I feel safe here because if you want anything they [staff] will listen and talk to you.” Another person said, “I am very safe here. I used to fall all the time at home, and I was frightened. I have had no falls here and I have no worries.” People told us they received their medicines as prescribed. One person said, “I get my medication regularly and they [staff] stay with me while I take it.” Relatives were happy with the support their family member received. One relative said, “I feel [family member] is safe because there are plenty of people around. It’s a nice atmosphere here.” Another relative said, “The care and attention here is fantastic.” People were supported to access equipment which enhanced their quality of life. One relative said, “[Family member] has a special chair so they can get out of bed now and go to the lounge.” Another relative said, “[Family member] has their own seat in the lounge with a pressure pad and if they move the alarm goes off [alerting staff].” People told us the staff responded well when they called for assistance. One person said, “They [staff] come quickly when I ring the buzzer.” People were complimentary about the standard of food provided. One person said, “The food is very nice, and I can choose from the menu.” Another person said, “It is fabulous food, and I am very fussy, but it is very good. You get a choice, and you get plenty.” People told us their personal hygiene needs were met in line with their preferences. One person said, “I can have a shower or bath when I want.” People and relatives told us the home maintained a good standard of cleanliness. One person said, “My room is spotless and cleaned every day.” People said staff treated them with dignity and respect and carried out their role with care and consideration. People had access to a wide range of social activities. One person said, “There are plenty of activities. I like to go in the garden in the summer.” Everyone knew who the manager was and found them approachable. One person said, “It [the home] is very well run and the manager comes in every day.” Another person said, “[The manager] is lovely and very approachable.”