Ridgway Court

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 and their relatives told us they were treated with kindness, compassion and respect. We observed staff interacting with people in a kind and compassionate way throughout our visit. Comments we received from people who used the service included, “The staff are lovely. They’re a bit more varied now but I like that” and “They’re very kind.” One relative told us, “They’re professional and they are always kind.”

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 and their relatives told us staff treated them as individuals. One person told us, “I have a key worker. She asks me what I like. She deals with it. I’ve found it very useful.” A relative told us, “The home has a balance between caring for people and allowing them freedom to do their own thing.”

Staff took the time to get to know people and considered their social, cultural and spiritual needs and care records included relevant information. One member of staff told us, “Our activity staff organise trips to local churches and choirs. We have a church we work closely with.”

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

People, their relatives and healthcare professionals told us people were supported to maintain independence, choice and control. One person told us, “They tell me that I should walk. They encourage me to.”

People and their relatives told us there were sufficient activities internally and externally, and that they were able to choose what they wished to do. One person told us, “The writer comes in the afternoon. The guitarists at Ridgway School came on Tuesday. I thoroughly enjoyed it. The school have been here three times.” Another person commented, “There’s enough activities for me.”

Staff and leaders understood their responsibility to encourage people’s independence where people wished to. Care records included information for staff to follow on how to encourage people to maintain their independence and people were supported to undertake the activities they enjoyed. One member of staff told us, “If we’re helping with personal care for example, I say you wash where you can reach and I’ll do where you can’t.”

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 their relatives told us staff listened to their views and wishes, and staff took the time to get to know people. One relative told us, “They’re all part of the team which is reassuring and good because they know their stuff. Mum’s treated very well by the staff.”

Staff told us they had sufficient time to understand people’s needs to be able to quickly respond. One member of staff told us in relation to responding to people’s needs, “[Person] is very much structured so you have to be mindful because she can be triggered by certain words.”

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

Staff told us their workloads were manageable and they always felt supported by the registered manager with their wellbeing. The provider had systems in place to support staff which included full sick pay for the first period of sickness and a wellbeing manager. One member of staff told us, “My workload here is very manageable. I can go to [registered manager] about my [medical condition] and she is very supportive.” Another member of staff commented on how they felt supported to undertake their online training from home, saying, “They pay for e-learning when you do it from home.”