Riverside House

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 the same. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity.

People spoke positively about the caring nature of the permanent staff. A person told us, ““My care is brilliant, nothing but kindness, and it makes me feel safe.” We observed positive interactions between people and staff, including warm conversation and comforting support as well as laughter and dancing during the entertainment activities.

Staff treated people as individuals and made sure people’s care and support met their preferences. Staff supported people to go out into the community for shopping and leisure activities to maintain independence and choice. People’s spiritual needs were met through visits from church representatives.

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

People were supported to make everyday decisions, such as what time they wanted to get up, what clothes to wear, and what meals they preferred. A local hairdresser visited the home routinely, enabling people to access personal care services without leaving the home. Staff supported people to go out into the community, enabling them to maintain independence and choice.

An effective system was not fully in place to ensure staff could respond to people’s immediate needs. There had been a delay in taking action when it became clear the home could not meet 1 person’s needs. In addition, staff had not contacted a speech and language therapist for another person when risks relating to eating and drinking in the community were identified.

By the end of the assessment, the new manager had begun addressing these issues.

Improvements were being made to ensure staff wellbeing and enablement, including regular supervisions and refresher training to strengthen support and create a positive working environment.