Ridgway Court

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’s care plans were personalised and demonstrated that people, and their relatives were involved in the planning of their care, and staff told us they understood the importance of person-centred care. One relative told us, “I think they've got a policy that once a fortnight or maybe once a month, they say to me, we’re just reviewing mum's care plan.”

We identified instances where some care plans could be improved by including further details in relation to people’s medical conditions. When we made the registered manager aware, they addressed this and sent us the updated care plans the following day.

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 and their relatives told us staff were flexible and worked in a joined-up way to meet their needs. One person told us, “They’re very amenable.” A relative told us in relation to their loved one’s care, “This care home is incredibly flexible.”

Staff told us they had enough time to read people’s care plans, that they were able to get to know people to ensure there was continuity of care, and staff were able to clearly describe people’s needs and preferences. The registered manager and the deputy manager worked with other health and social care partners to coordinate people’s care in a joined-up, and responsive way. They understood the importance of this and we saw during the assessment that they were involved in the day-to-day care delivery. Feedback from healthcare professionals and partners reflected this.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was available in various formats including different languages and large print, and the registered manager told us they were able to provide information in other formats if they were required. The provider understood their responsibilities in relation to the Accessible Information Standard and we saw one person using large print documentation to help them keep updated on the activities on offer. The Accessible Information Standard sets out how providers and commissioners of NHS and publicly funded adult social care services should ensure disabled people and people with impairments or sensory loss can access and understand information.

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.

The provider sought feedback through a variety of ways such as surveys and meetings. The provider had a complaints procedure and the registered manager told us they understood their responsibility to record, investigate and share outcomes of complaints. One person told us, “When I’ve complained in the past, they’ve always been good. I’ve certainly done surveys.” Comments from relatives included, “They do ask us if we’re happy with the home, we tell them that we are. We have no complaints and my [loved one] doesn’t either” and “I know that they have regular residents' meetings. They send me the minutes and I read them. We have a monthly newsletter.”

Staff understood their responsibility to listen to people’s views and act on complaints. A member of staff told us, “They can complain about anything and we will do it. We will change it.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported by staff to ensure they had equal access to care and treatment when needed. The premises and equipment were suitable for people’s needs and the provider worked well with partners to provide further support where necessary and to make adjustments to the environment, such as installing handrails when they were needed. The service also had access to a minibus which could transport wheelchairs as well so people were able to go on longer trips. The registered manager was aware of their responsibility to be aware of discrimination and inequalities which could have an impact on people accessing care and support.

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.

People and their relatives told us that people lived in an environment that treated them in line with their right to live free from inequalities. One person told us, “I’ve got a bell I wear when I go in the garden. I can go whenever I want to. I have the freedom.”

The registered manager understood their legal responsibilities in relation to equality and human rights, including discrimination and protected characteristics, and they had an understanding of how reasonable adjustments support equity in experience and outcomes. Staff had completed relevant training to ensure they understood inequalities.

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.

People had end of life care plans in place which contained their preferences and how they would like to be supported where they wished to discuss this with staff. People and their relatives told us they were involved in the planning for the future. One relative told us, “She’s got a ReSPECT form (Recommended Summary Plan for Emergency Care and Treatment) and we've gone through the ReSPECT form together with my mum and then with me independently. It’s everyone's wish that she will stay at the care home and not go into hospital. That's everybody's wish that the ReSPECT form will kick in, and she'll be able to stay at the care home. The home has been hugely supportive.” A member of staff described how they supported people when they needed end of life care, “We’ll hold their hand, play music for them, get the relatives involved. Just basically be there with them.”