- Care home
Riverside Care Home
Assessment report published 15 December 2025
Contents
Ratings
Our view of the service
Assessment date 29 October to 14 November 2025. This was an unannounced, responsive assessment due to concerns we had received in relation to safe care and treatment and good governance. Riverside Care Home is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection. The service can accommodate up to 50 people. At the time of our inspection there were 45 people using the service. We found 3 breaches of legal regulations in relation to safe care and treatment, person centred care and good governance.
The provider did not ensure all risks to people’s safety and wellbeing were identified or provided enough detail as to how these should be mitigated. Care plans had missing or inconsistent information, and audits failed to identify these gaps. For example, because staff did not document when thickened fluids were given, we could not be assured that individuals who required them had received them as prescribed.
Staff understood their roles and responsibilities; however, they did not always follow best practice when monitoring people’s health. Recorded observations of care, for example positioning and fluid charts, were not always completed in line with professional advice or the providers policies and procedures.
People were supported to safely take the medicines they had been prescribed. The premises were clean and there was good infection control practice in place.
People were supported by staff who had been recruited in line with safe recruitment practices. Systems were in place to calculate safe staffing levels based on the needs of people using the service. However, feedback from both staff and people using the service indicated that staffing levels were not consistently adequate, particularly during nights and weekends.
Staff were receiving appropriate training, which was relevant to their role and people's needs. Staff were supported by the management team and were receiving formal supervisions where they could discuss their on-going development needs.
People and families were involved in care planning and were aware of any changes in people’s health needs. Observations of care showed some staff offered kind and compassionate care to people, delivered patiently. However, some observations showed some staff not engaging with people or engaging in a task focussed manner.
Governance and auditing within the home, although taking place, had failed to identify and address the concerns we found at our site visit. Following the site visit the provider has undertaken a number of immediate actions to address the concerns and has taken steps to gather feedback from people and strengthen leadership and oversight within the service. These improvements will take time to implement and embed.
People's experience of this service
Most people were positive about the quality of the care and support provided at the care home. Several people told us they felt safe living there and described staff as caring and kind. One person said, “I feel safe because there’s always someone around at night. I feel there’s enough staff. If you need something there’s always someone to ask.” Another person told us, “I feel safe here.” Relatives told us they were satisfied with the care their loved ones received. One relative said, “I do feel [relative] is safe. I feel they care about [relative]. They go over and beyond the procedures and what they have to do.” Another relative told us, “I feel [relative] is safe. If there is anything, they will always ring and let me know. [Relative] gets a good quality of care.”
We received mixed views from people and their relatives about staffing levels in the home. Comments included, “There’s never enough of them I feel. There’s always agency staff in there, there were a couple in last night. In the last three or four months there are 1 or 2 on each shift. There are other ones I see regularly. The night shifts seem to suffer more with having agency on board.” Another relative said, “Not greatly staffed because they are always run off their feet. Could do with more [staff].”
People said they received good quality care from staff who knew them well and treated them as individuals. One relative said, “They [staff] can deal with people with dementia, they don't shout at anybody, they are nice with the residents” and “The regular staff are good. Some of the agency staff they keep themselves to themselves and don’t interact as much.”
People told us they had choice and control over their day to day lives. They told us staff respected their wishes and generally knew their needs well. Most people spoke positively about the staff and the management team. Relatives commented, “I would speak to the manager, [manager] is nice and explains things I need to know.” Another relative said, “I would speak to the manager, [manager] is fine, really nice and [manager]helps me a lot. [Manager’s] really helpful.”
People and relatives commented positively on the activities provided at the service. One relative told us “They have upgraded the activities. They have an activity team leader in place, [my relative] is engaged. [My relative] has a Halloween event going on and singers come in. [Activities Co-ordinator] is making them feel they have a balanced life where they have friends and a social life in there. I feel now I can go and not have any real worries. I can let go now and feel [relative] is alright.” We received some mixed views from people and their relatives about food at the service and choice of meals. Comments included, “Could be better”, and “ The food is alright, nothing special” and ”The food is enjoyable.”