Richmond Heights

Care records were person centred but for some people they were not always clear or robust in identifying support needs or mitigating risk. A review of all records was already underway, and it was seen that those records recently audited were more comprehensive and detailed.

People were supported to receive their medicines safely. However, protocols for as when required medicines (PRN) for some people needed more detail to guide staff when to administer.

We shared some feedback about the recruitment procedures at the service. The registered manager took immediate action in response to the feedback.

Notifications of some notifiable events had not always been submitted to CQC. The registered manager was now aware of their responsibilities to inform CQC of all events which affect the health, safety and welfare of people who use the service.

There were enough staff available to meet people's needs. Staff received regular training to ensure their skills and knowledge were up to date and enable them to provide safe care.

People were protected from the risk of infection, as staff followed safe infection prevention and control practices. The home environment and equipment were kept clean and safe.

People were safeguarded from abuse and avoidable harm. Staff told us they felt supported by the senior team and felt confident to raise any concerns and that they would be acted upon.

Staff were able to recognise possible signs of abuse and knew how to report such concerns promptly.

People's privacy, dignity and independence was maintained by staff who were caring and respectful. We saw staff treated people with kindness and empathy. People had choice and control of their lives, and their care plans showed how they wished to be supported. People enjoyed a range of activities and events at Richmond Heights but requested opportunities to get out and about in the community. People celebrated occasions that were important to them and were able to receive visitors without restrictions.

People received equal access to care, without discrimination.

The senior team were aware of people who were likely to experience inequality and actively listened to make sure people’s care was tailored address this. People were supported to follow interests and to take part in activities that were socially and culturally relevant to them.

We received mixed feedback about involvement in care reviews and care planning. We discussed this with the registered manager who agreed to discuss further in resident and relative meetings.

The service provided information to people in a way that they could easily read or understand with support.

Some care records required further development. A plan was already in place to address this with those already audited providing greater detail and support to staff.

The provider was not fully aware of their responsibility to inform the CQC about all notifiable incidents and therefore some notifications had not always been submitted in line with the Health and Social Care Act 2008.

Staff were positive about the management team and the support they received.

Staff and management were seen to work in partnership with people, relatives, and professionals.

Overall people and relatives felt the service was managed well but some people and relatives felt communication could be better and some areas improved by better organisation.

Staff felt they were consulted and actively involved in service development.

The management team were clear about their roles and responsibilities and there were systems in place to monitor and improve the quality of the service. This included learning lessons when things went wrong.