The Richmond

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 respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us they felt safe and well looked after. “They [staff] can tell how I am just by looking at me.” Another person said, “I am treated with dignity and respect.” We observed a very happy and inclusive atmosphere in the home, where people were respected and their visitors welcomed in a friendly way. One relative said, “The staff are very friendly and helpful.” Another relative said, “They [staff] understand and have a lot of patience.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care plans and supporting documentation were personalised and reflected people’s current needs. The management team and staff knew people well and understood their personal preferences.Staff engaged with people socially and ensured activities were taking place which suited people’s likes and dislikes. We saw posters around the home advertising visiting entertainers and church services on a regular basis.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Likes and dislikes were recorded in people's care plans and included meal preferences and what they would like to do during their day. One staff member said, “People have their own person-centred care plans, where things such as choices and treatment are documented for staff to read. Staff also support by giving people choice this could be in what clothes they would like to wear, choosing food and drink, or choosing which area of the home they would like to spend time in.”

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. People and relatives told us there were plenty of staff available to respond to their needs. One person said, “The carers are lovely, and they understand my needs.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had access to a staff handbook which included the providers policies and procedures. Staff had opportunities to progress within the organisation if they had a desire to.