Richmond Court Nursing 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received care which placed them at the centre and staff worked in partnership with them to meet their needs. People and their relatives felt engaged in the care planning process. One relative told us, “[Person’s name] has support from their son, he is involved in the care plan and supports with all the care information.” Leaders told us the care planning system in place supported the creation of person-centred care plans which were tailored to the individual. Records we saw supported this, care plans included bespoke plans which were individual to the person and described people’s needs, preferences and their history to give staff guidance on how to support people in a person-centred way. Staff told us they felt people received person centred care and were treated as individuals. One staff member said, “We ensure care plans reflect the person and are not generic across the home. In people’s bedrooms, they can reflect what their likes/dislikes are.”

People had support from staff who understood their diverse needs and worked with others to provide care and continuity. Leaders told us staff worked with other agencies when supporting people. Staff confirmed they worked alongside other health professionals to support people and records supported this. We saw staff worked closely with a speech and language therapist to support someone with their nutritional needs and reduce risks associated with their eating and drinking. Staff told us how they worked together to support people, and they were supported by the electronic care records to share information about people’s care. Records enabled people to have continuity in their care as they were visible to all staff on a handheld device and checks were carried out to ensure care had been delivered in line with the persons care plan.

People received information in formats that were tailored to their individual needs. Leaders told us they understood the importance of providing information to people in a way they could understand it and had systems in place to assess people’s communication needs to ensure information was provided to people appropriately to their needs. Staff described how people were supported. One staff member told us how staff worked with relatives to provide translation of words which were used often to communicate and also used a translation application to support. Records supported what we were told.

People were able to share their feedback on the service, make a complaint about their care, treatment and support and were involved in decisions about their care. One person told us, “I have never needed to make a complaint, but I would speak to the manager if I needed to.” Records supported what we were told. Leaders told us they had a system in place to seek people and relatives feedback and to manage any complaints if they received them which included logging the complaint, providing a response and having a learning system in place.

People could access the care, support and treatment they needed when they needed it. Leaders told us people could access support from health professionals when they needed it. They had access to weekly ward rounds with the doctor and they could get a visit if they needed in between. People also were supported by nurse practitioners and community matrons, who visited the home regularly. Staff confirmed they could seek support from the nurses or managers if they were concerned about someone and handover was used to share information with staff. Where people needed referrals to other health professionals this was completed promptly. For example, where a person was losing weight, a referral had been made to a dietician for advice which was being followed and helped the person to gain weight.

People received tailored care and support and effective systems prevented inequity in experience and outcomes. Leaders told us they had a policy in place which set out how inequity was avoided, they described how they adjusted peoples care to support their individual needs including those related to their protected characteristics. The equality and diversity policy referenced creating an environment where individual differences were recognised and valued. We saw people were supported to meet their communication, dietary, cultural and religious needs and people told us they had personalised support.

People were supported to plan for the future and make decisions including about care at the end of their life. Leaders told us they had systems in place to support people with planning for their future care. The system enabled conversations with people about their needs and preferences and these were documented in peoples care plans. The care plan helped to guide staff in understanding how people wished to receive their care when they were at the end of their life.