The Richmond

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People’s needs were assessed and care delivered in line with them. People were involved in reviews about their care. Relatives confirmed they were informed of any changes that impacted on their family member’s care.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People were offered drinks and snacks throughout the day, in between meals. This supported people to have good nutrition and hydration and minimised the risk of malnutrition. Where people had lost weight, actions were taken to minimise further risk, such as offering fortified foods and nutritious drinks and snacks. One relative said, “[Family member] has breakfast in their room and then sometimes goes down to the dining room for a bit more. Food is fantastic. [Family member] has very good care and now after 20 years [family member] is off their insulin.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Daily handover meetings took place between members of the management team, and staff to ensure people’s health and well-being issues were discussed and a plan of support put in place to meet people’s needs. All relevant staff could access information they needed to ensure care was delivered appropriately.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. People had good access to healthcare professionals. The staff and management team had built up good working relationships with professionals such as the district nursing team, physiotherapist and GP. One relative said, “They [staff] would get a doctor if they needed one. The doctor is only just across the road.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. People's outcomes were included in care plans. For example, 1 person had a care plan in place to support their dementia care. The outcome was to ensure the persons wishes were promoted in day-to-day life and directed staff in offering appropriate guidance and support without restricting their freedoms.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. We observed staff interacting with people and found they included people in their decisions and choices. Staff respected people's views and preferences. Where people lacked capacity to consent, we found best interest decisions had been made in line with people’s preferences.