Riverside 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure records reflected relevant changes in people’s needs. Improvements were required to some care records, to ensure they contained enough information, to guide staff about people's needs and preferences. We saw evidence in care plans, care notes and observations people were not always repositioned or supported with their needs in a timely manner.

The service had a warm and welcoming atmosphere. People and relatives told us staff knew them well and treated them as individuals. People had their own personal effects in their rooms, such as photographs.

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 were supported by staff who knew them well and staff received daily handovers. However, we could not be assured care was joined up and provided continuity, due to concerns we found relating to conflicting care records and a lack of daily recording.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had detailed communication plans in place, which guided staff about how to effectively communicate with people.

People were provided with information about how to make a complaint and their rights relating to safeguarding and living safely. Overall relatives told us they felt they were listened to, and their complaints were responded to. One relative said “[Relative] has had a few issues and falls. Every time there are any issues with medication changes or other things, someone rings us up and tells me what’s happening, which is good.”

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’s feedback about their care was used to make changes to their care and support, to ensure it continued to meet their needs in the best way. One relative said, “Yes, I have been involved. [Relative] was in and out of hospital with respiratory issues. The care home really worked with me make sure the Respiratory Community Team. They now know rather than calling the ambulance and taking her to hospital, they get people in to manage it in the home.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People had access to healthcare professionals, to support them with their needs. The service had a weekly ward round with the GP, and people had access to district nurses, opticians and dentists.

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 relatives did not report any concerns about discrimination and were supported with the development of positive relationships. Staff received equality and diversity training and there was an equality diversity policy in place to provide guidance.

The provider complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

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. Where people were receiving end of life care, plans were in place which detailed how they would like to be cared for.