The Richmond

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People were supported to make decisions about how they wanted their care to be delivered. Staff ensured people’s preferences were adhered to. People were supported to personalise their bedrooms and people enjoyed their private space.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us staff knew them well and understood their needs. People were assisted to access other professionals as required. Information received as recommendations from other professionals was documented and care plans showed people were supported in line with advice given.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to information throughout the service. We saw events and social activities were well advertised. Menus were displayed in different formats around the home to inform people of meal options available. Some signage around the home could be improved to help people navigate around the home. We raised this with the management team who told us the home had recently been decorated and were in the process of obtaining new signage.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People told us they would raise concerns if they needed to and were confident that staff and leaders would address any issues swiftly. One person said, “I would recommend here. The best thing is everything. Nothing to improve.” The management team also looked for opportunities to engage with people and relatives to obtain their feedback. Following a series of quality questionnaires, a ‘you said, we did,’ was completed to reflect what had happened as a result of their feedback. Resident and relatives’ meetings took place frequently.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to outside space and garden areas were well maintained and spacious. Some refurbishments had taken place recently for example replacing floors. There was a bar area currently being decorated and improved for families and people to enjoy social space and time. The provider made it easy for people to access the support they required and involved the local community.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Abilities needs and preferences were considered throughout people's care plans. Care documentation was person centred so people’s experiences and outcomes had a positive impact on their lives. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Care plans were in place regarding end-of-life care and included information about people’s preferences. One relative said, “[Family member] is on palliative care. The care and attention they get is fantastic.”