Richmond 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 requires improvement. At this assessment the rating has changed to 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.

Staff knew people’s individual needs well and people liked the staff that supported them due to the relationships that had been developed. Staff provided continuity of care and advocated for people. People’s care and treatment consistently met their assessed needs.

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 had access to community health practitioners such as GPs, dentists, community nurses and other professionals when needed. Care records evidenced appointments and visits taking place. A regular ‘ward round’ was carried out with representatives from a local GP practice.

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

Guidance was available in people's care plans which documented how people communicated. Information was accessible and available in a way to promote the involvement of the person. Records gave guidance about people’s daily routines if they could not tell staff themselves. People were consulted individually, and meetings took place with people and families to obtain feedback about people's experiences.

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.

Regular meetings took place for people and relatives to share their views and receive updates about changes at the service.

People and relatives told us staff and the management team were approachable and they would feel comfortable raising a concern or complaint. Complaints were appropriately investigated and responded to.

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

People were supported by staff who understood their needs well. Staff escalated health and wellbeing matters and sought advice regularly. People received the additional health support they needed from a range of external health and social care professionals.

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. Care plans identified specific outcomes people wanted to achieve and guidance on how staff could support the person to achieve them.

Care plans included information around people’s identity, things important to them, their wishes and relationships they wanted to maintain.

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 included information about people’s preferences for when they neared the end of their lives, where they wished to discuss it.