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 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.

People received person centred care, which was designed around their needs and wishes. People’s likes, dislikes, life history and what was important to them was gathered as part of the assessment and care planning process and used to generate individual support plans.

Staff knew what person-centred care meant and how to ensure this was provided. We observed staff providing care in line with people’s needs and wishes. It was clear staff knew people well and how to respond to their individual needs. We observed good interactions between people and staff; staff were warm and attentive when they engaged with people. The atmosphere in the home was calm and there were enough staff to support people’s needs.

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.

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.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication preferences were included in their care plans and staff ensured these were followed. People’s care records explained their communication needs and any aids they required to support this.

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 and their families told us they had opportunities to give feedback about the care provided. Most said they had not made suggestions because they were satisfied with the service and felt confident the provider would act on any feedback if needed. One person told us they had previously suggested having more games available, and the service responded by increasing these activities.

Everyone we spoke with said they knew who to approach if they had a problem and felt comfortable speaking with any member of staff. People said they would be happy to discuss any issues with the care staff or the manager, describing them as approachable. No one told us they had needed to make a complaint.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

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 chiropodists.

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.

End of life care arrangements were in place to ensure people had a comfortable and dignified death. The service worked with families and people to assess and document their end of life wishes. These were clearly recorded within care plans. One relative said, “[Loved one] has a do not resuscitate DNR in place and I want them to look after [loved one] in the home, not in hospital. They should only send [loved one] to the hospital if there is no other option.”