Riseley 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

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.

This service scored 68 (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. Care plans reflected people’s preferences in how they liked to spend their day, such as their preferred wake up time and the activities they enjoyed. We observed staff treated people in a person-centred way. Staff knew people well and were able to identify and manage their preferences when delivering care.

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’s care records evidenced that care was coordinated with other professionals, and decisions were shared across teams. This included collaboration with the GP, Speech and Language Therapy (SALT), and social services. Professional visiting and communication records showed regular visits from district nurses, including details of actions taken.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs . Accessible information standard assessments and communication care plans were in place, outlining support needed for people and methods of communication 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 about their care and told them what had changed as a result. A complaints policy was in place, and information on how to complain was displayed in the home. Records showed that formal complaints were addressed appropriately, and the duty of candour was maintained.

One relative told us, “I know how to complain, the management follow up on any complaints and keep me informed.”

The provider did not always make sure the premises were accessible to all people. The care home was not fully dementia friendly due to lack of easy read signage and paint colours used. This limited people’s ability to navigate safely and independently, increasing the risk of disorientation. The provider had acknowledged this issue and, as part of their ongoing action plan, was reviewing the décor throughout the home to create a calmer, more supportive environment.

Staff and leaders actively listened to information about people who were likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People were supported to access care and treatment when they needed it, without delay. Feedback from professionals confirmed this. Relatives shared examples where staff had responded appropriately to concerns and sought medical attention when required. Training records showed staff had completed equality and diversity training.

People were not always 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. While death and dying care plans were in place, these did not always explore people’s wishes. Furthermore, an end of life care plan was not in place for some people who needed them.