Richard House 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

People were cared for in a person centred way. People and their families were invited to be part of planning care and support. Complains were delt with effectively in a timely manner, with apologies given when the service was in the wrong. The registered manager had worked to build professional relationships with local health

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.

Most people and their relatives told us that they felt they were cared for in a person centred way. That the staff listened and knew them well. However, there were some people who said they would like to have a bath more often but that they knew it was quick for staff to offer a shower.

Staff told us they made sure they were up to date with any changes to peoples needs by reading their care plans and talking to other staff. Staff told us that they would adapt the way they spoke to people to ensure they understood and to respect their dignity.

We observed staff supporting people in a person centred manner throughout our visit to the service. We saw staff supporting people to mix with others at the service who they chose to be with including family members and friends. During our visit there was a funeral being streamed into the cinema room so that people who had not felt able to go to the service could still be part of the proceedings.

People and their families told us that they were supported by the services to manage their personal health needs.

Staff and managers told us how they worked well with other services such as mental health, local authority social workers, GP’s and hospitals to ensure that people’s health and care needs were joined up and met people's needs.

Commissioners told us that the service worked with other service to promote good health care.

The service used effective systems and processes so that they could keep up to date with people’s health and care needs and chase external services when needed.

People and their families told us that information was provided for people in a format that they would be able to access. However, we observed safeguarding information displayed in the lift that was in very small font and difficult to read.

The registered manager told us that they talk to all of the people living at the service regularly so as to let them know about anything that is going on at the service or any changes in their care. They said that there were some documents that they wanted to change the format of to make them more dementia friendly.

The service was reviewing how they displayed information in order to make it more accessible to people living at the service.

People and their families told us they felt listened to and involved in their care.

Staff and leaders told us that they listened to people and ensured they were involved in their care and treatment. They took all feedback, complaints and compliments seriously and ensured all concerns were investigated.

The service had a thorough process for dealing with complaints. All complaints were delt with by the registered manager who apologised and investigated complaints ensuring to respond to the complaint.

People told us they were supported by the service to gain access to health appointments. They said that G.P appointments tend to be by phone, one person said that they had waited a long time for an optician’s appointment but that this had not been the fault of the service.

Managers at the service told us that all people living at the service received the same high quality service. We were told that people were assessed face to face prior to any new admission and that if additional measures were needed to support the person, they would ensure this was in place prior to admission. Care plans and care needs are reviewed regularly and referrals would be made for additional support such as physio, therapist or wheelchair services. The service has their own sensory room available for all.

Local authority commissioners told us that the registered manager had worked with the G.P and community nurse team to improve access to services for people at the service.

The service had effective systems and processes in place to ensure that all at the service were able to access the care support and treatment they needed when they needed. They had built relationships with other health care providers such as GP’s and district nurse services to improve the access for people at the service.

Most people and their family were not sure how to answer questions we asked around equality and outcomes. However, some family members said the care provided at the service was good and additional services such as speech and language therapists were sought if needed.

Managers told us that they that they take equality and diversity very seriously. All staff are expected to complete equality and diversity training and the care manager is and equality and diversity champion.

The service had processes in place for listening to people and their family’s feedback. This included residents and family meetings as well as feedback forms. The care manager told us about a person who was struggling with additional challenges who felt more comfortable with one member of staff than others this was acknowledged and encouraged as a way for that person to feel more comfortable when giving feedback.

People and their families told us they had been supported by staff to plan ahead for important changes in life that can be anticipated and have made plans for the future.

The registered manager told us that people at the service had ReSPECT forms in place where their wishes were recorded as well as ReSPECT care plans. They said that it can be a difficult conversation to have and that staff take there time to get to know people talk to families and build their trust in order to go back to the topic later.

The service had processes and systems in place to ensure peoples views were documented. We reviewed peoples care records and saw that conversations had been had around end of life care.