Riverside Care Home

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

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People received support from care workers with kindness, empathy and compassion and care workers respected people’s privacy and dignity. Everyone we spoke with was very complimentary about the staff. Comments included, “I would say they are kind and I have never come across anyone who isn’t caring” and “I do think they are kind and caring – those that I have seen with [loved one]”. Another person said, Staff were very caring. person said, “If you can go into a place and completely feel at home that tells you what sort of place it is.”

People were supported and treated with dignity and respect; and involved as partners in their care. Staff were respectful of people's privacy. They knocked on doors and called out before they entered people's bedrooms. Staff understood the need to respect people's confidentiality and not to discuss issues in public or disclose information to people who did not need to know. Any information that needed to be passed on about people was discussed in private. Throughout the assessment we observed staff treated people with dignity and respect.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care and support was delivered in a non-discriminatory way and the rights of people with protected characteristic were respected. Protected characteristics are a set of nine characteristics that are protected by law to prevent discrimination. For example, discrimination based on age, disability, race, religion or belief and sexuality.

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

People were supported by staff to maintain aspects of their independence. For example, people had access to appropriate equipment, such as walking frames to help maximise their mobility.

The home employed an activities coordinator and people said there were activities throughout the day. One relative said, “There are lots of activities going on. There are notices up of what is planned. The place is getting festooned for red nose day. They really go to town.” Another said, “They are investing well in activities. The co-ordinator is excellent.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff took time to get to know people which helped them build positive relationships. Staff knew people well enough to recognise when there was a change in their physical or mental health. Staff were aware of the need to contact various professionals so additional support could be sought.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about the provider and registered manager; they confirmed they felt very well supported, which in turn motivated them to go above and beyond in their delivery of person-centred care. A staff member told us, “The manager is very approachable, the door is always open.”