Richmond Village Aston On Trent Care Home

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.

At our last inspection the provider was in breach of the legal regulation in relation to person centred care. At this inspection improvements had been made, and the provider was no longer in breach of this regulation.

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.

We found some minor inconsistencies within care plans, which leaders assured us was due to people requiring different support, depending on if they were having a good day or a bad day. They acted to ensure this was clearly defined in care plans.

However, overall records reflected peoples physical, mental, emotional and social needs. People told us they were involved in decisions about their care and support. One person told us, “They chat with me every month about my care, checking if I'm happy and if there's anything I'd like to change.” Staff made effort to ensure people received the care and support how they wanted it, and when they wanted it.

We discussed the provision of oral health care with the provider. Since our last inspection they had written to families to establish preferences on whether they had a private dentist, wanted the service to support them to see a dentist and gather information on when they had last had a dental appointment. The provider assured us people would be supported to see a dentist where needed.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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, relatives and staff had various opportunities to share feedback with the provider. This included an open-door policy, surveys and regular meetings. Information on how to make a complaint was shared with people, and people and relatives confirmed they knew how to make a complaint if needed. They felt issues were appropriately resolved. One relative said, “We have made no official complaints. I always want problems sorted out then and there.” And “If anything is wrong, I email [registered manager], they get it sorted.”

Learning from complaints and concerns was seen as an opportunity for improvement. Results from surveys were analysed and action plans generated to address issues raised. People were kept informed about how their feedback was acted on, for example through monthly newsletters.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

End of life care plans were in place and provided clear guidance on how people wished to be supported at the end of their lives. This included details on funeral arrangements, family involvement and any religious considerations. Staff were aware on how to access documentation regarding end of life wishes and gave examples of what they felt good end of life care looked like. For example, one staff member told us, “Ensure they are comfortable, mouth care being provided, put their favourite music on, put family picture in view for them if they want it, hold their hand.” Relevant policies and procedures were in place to support the delivery of good end of life care.