Rivermead

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• 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 Requires Improvement. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

People received personalised care that was tailored to meet their individual needs, preferences and choices. Staff knew about people’s preferences and wishes and treated everyone as an individual. There was good collaborative working with other agencies to ensure people received the care they needed. Staff ensured they communicated and shared information with people in a way they could easily understand. Staff supported people at the end of their lives to ensure they received compassionate and dignified 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 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. A relative told us, “[Family members] care is very person centred and really meets all their needs, especially because they have dementia, and their needs can be different every day.” Another relative commented, “This is the best and most individualised care my [family member] could ask for. The care is all about my [family member] who always comes first.”

Staff told us they provided people with person centred care and support that was appropriate to meet their personal wishes, dementia needs and preferences. For example, we saw that relatives were invited to dine with their family members if they wanted to and people were supported to make their own meals with support such as Pizza’s and bread-and-butter pudding. One person told us, “One of my friends likes to be in the office and they sit with the receptionist and help tidy the papers and do some shredding. I think they feel very proud when they do that.”

We observed people being offered different choices of activity for the day. Where people required support to eat and drink this was provided at people’s own pace and they were not rushed. The home’s atmosphere was relaxed and welcoming.

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 to attend routine or follow up appointments. One relative told us, "[Family member] is supported 100% by the staff to get the health support they need. We also have carers who have worked at the home for a long time, and they know [family member] very well and what they need.”

Staff told us they were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. Staff were able to discuss the processes told us that records contained up to date information which would accompany people to facilitate continuity of service when accessing other health services. For example, admission to a hospital.

We saw evidence that the provider had referred people to various health care teams when people’s needs had changed, and they needed extra support. This meant appropriate health care professionals, who had the expertise and skills to support people would be involved in their care.

People’s care and support needs were detailed within their care plans and there was information about the external healthcare professionals involved in their care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received information in a format, which suited their needs. A relative told us, “[Family member] is given information with pictures on. I know the staff help them to understand things that are going on.”

Staff were aware they could provide information in different ways and tailor these to suit people’s needs. One staff member told us, “We use lots of pictures and photos to help involve people in their care.”

People’s communication needs were thoroughly assessed before a care package commenced. Care plans contained information about how they communicated, and if any communication aids were required. Records conformed the provider had assessed people’s communication needs and their care plans contained information about how they communicated, and if any communication aids were used.

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 where possible about their care. A relative told us, “We can make a complaint, and the manager is very good at listening. I know they will take my worries seriously.”

Staff told us that they regularly gathered the views of people through daily conversations, to encourage them to express any concerns or wishes they may have. The registered manager and the staff were able to describe the actions they took to address and improve outcomes where complaints and other concerns had been raised.

The provider had systems in place to review the care and support people received. Quality assurance calls, spot checks and annual surveys were completed to seek feedback from people. A complaints procedure was in place and there were processes in place to make sure any concerns were investigated, and lessons were learnt from them. The provider valued any feedback they received as they wanted the service to be constantly improving.

The provider made sure that people could access the care, support and treatment they needed when they needed it and in a way that met their preferences. A relative told us, “The staff support [family member] with health appointments and they are quick to call the doctor or the nurses if [family member] gets poorly.”

Staff feedback suggested they understood the right for people to be treated fairly and for their individual needs to be met. For example, staff were aware of the potential impact of discrimination against older people living with dementia. One staff member told us, “The people we support have different needs, and we always make sure people get the right support. What’s right for 1 person is not right for another.” Staff told us they received training in equality and diversity and described a positive culture that supported people to be involved in decisions about their care.

Health and social care professional told us staff at the service provided effective care.

The provider worked closely with partner agencies to encourage good equity in access for people using the service. Processes and policies were underpinned by relevant human rights and equality law, and best practice. The staff team completed training covering topics such as safeguarding, the Equality Act, and the Mental Capacity Act. Staff worked with people, those close to them and other professionals to make sure people received additional support they needed in relation to their protected characteristics.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff told us that people were supported speak up about their care if they were not happy or if they wanted to change something. One staff member said, “We talk with people on a daily basis. If they raise any issues or concerns, we act straight away and talk with them and raise it with the manager.”

Engaging with people and finding out their views took place in several different ways. People were asked to provide feedback via satisfaction surveys which we looked at and saw that feedback was positive. One comment about the provision of activities read, “It was good to see [family member] joining in with the exercises. They also like the magnetic darts, skittles and catch and toss.”

Records confirmed there were reviews of people's care and there were effective communication systems in place to ensure staff were kept up to date with any changes to people's care and support systems. People and relatives knew how to make a complaint and had guidance on who to contact if they wanted to raise concerns. One person told us they had never had to raise a complaint, but they would feel comfortable doing so if it was necessary.

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. Advance planning took account of people's wishes to remain at the service, in familiar surroundings and supported by staff who knew them well.

The registered manager worked in collaboration with healthcare professionals, to ensure people were supported to have a pain free and comfortable end, surrounded by their friends and family.

Staff had training in supporting people at the end of their life and had a good understanding of this subject.