Richmond Village Aston On Trent Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question requires improvement. At this assessment the rating has remained as requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. We saw staff spent meaningful time with people, engaging in conversation. A person we spoke with told us, “Staff respect my privacy and dignity. They always make sure the door is closed behind me when doing my personal care. They cover me when drying me. They are thoughtful about that sort of thing”. However, we received mixed feedback from relatives we spoke with. Some relatives told us whilst most staff are friendly, at times they have found staff can be abrupt with a poor attitude. For example, a relative told us, “Sometimes [family member] gets scared to ask for the toilet because of a carer’s attitude and tone”.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. One person told us, “From the first day we arrived we’ve always been called by our Christian names, even the staff in the cafe. That makes a big difference to me”.

We found the service aimed to promote people’s independence where possible, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person told us, “I make all my own decisions in what I do and what I wear”. Further improvement was required to ensure the environment had necessary adaptations to enable the independence of people living with dementia. The provider told us they were in the process of improving the environment, such as adding memory boxes outside people’s bedrooms to support them to orientate to their bedrooms.

The service listened to and understood people’s needs, views and wishes. During our onsite visit, we observed staff responding to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The providers records showed us the service was responsive to people’s needs in a timely way. A person told us, “I think they are fantastic. If you ring the bell, then somebody comes. They help me day and night”. However, the feedback we received from relatives were mixed. Some relatives told us response to call bells were not always dealt with promptly. A relative told us they felt recorded response times were inaccurate. Another relative told us their family member could be waiting up to 30 minutes to be assisted to use the toilet.

The service cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported at work and the provider offered appropriate support and recognition. A staff member told us, “Staff well-being is supported, we have staff days to celebrate our successes as a village and to reward us for their hard work”.