Riverside Care Complex

Updated 7 October 2024

Date of Assessment:15 to 17 October 2024. The service is a residential care home providing support to older people and people living with dementia. Staff were aware of their safeguarding responsibilities. Risks were well managed. There was a culture of openness when looking for lessons that could be learned from accidents or incidents. The home was clean and well maintained. There were sufficient staff deployed to meet people's needs. Staff were recruited safely and had effective training, support and supervision. Staff managed medicines well. People’s needs were assessed and regularly reviewed. People and those important to them were involved in decisions about their care. The provider was in the process of improving records of assessments relating to the Mental Capacity Act 2005 and best interest decisions. People’s nutritional needs were met and people had access to a range of health care professionals. Staff treated people with kindness, compassion and respected their privacy and dignity. They spoke fondly of people who lived at the home. Staff ensured people’s care and support met individual needs and preferences. Staff told us they enjoyed working at the home. Care records were person centred and identified what was important to and for the person. Staff knew people really well. There was a system in place for responding to concerns or complaints. People’s individual communication methods were identified and respected. People’s end of life wishes were reflected in care records. The home was well run and managed. There was a range of quality monitoring and auditing in place. The provider and manager had a clear commitment to providing person centred care, valuing people who lived at the home and the staff team. They had good oversight and looked for opportunities to continually improve the home and service provided. Staff were able to raise concerns and told us managers were approachable and supportive.

Updated 7 October 2024

People spoke very highly of the staff, managers and their experience of living at the home. They said they were supported by staff who were caring, friendly and knew them well. They said, “They [staff] are all lovely, kind and caring. I am very happy here” and “When you come in they are very friendly and welcoming. It feels very homely.” Everyone said they felt safe. People said, “[Person] is safe here, I don’t have any concerns. The staff are very nice. I could talk to the staff or the manager” and “I feel safe here, it’s a good place. They have good staff. I can talk to them if I have a problem.” People told us they were involved in decisions about their care and that their choices were respected. One person said, “I really like it here, all the staff ask what I want. They can’t do enough for me.” People told us they were able to raise any concerns or complaints they had and were listened to. They were confident anything they raised would be dealt with promptly. A person said, “I haven’t had any problems. If there was anything I could talk to the carers or the office staff. The manager [Name] is nice, I met her a bit ago. I would be happy to talk to her if I needed to. Everything is really good.” People told us staff promoted their independence and treated them with respect. One person told us, “I can do a lot myself and they let me do it. They are here if I need assistance.” People said the food was good. One person said, “You get loads of choices and you get enough. You get something before you go to bed.” People enjoyed the activities on offer. One person said, “I can go into my room if I want to. I can come into the lounge and I like it because there is lots going on. I like having people around for the company.” Throughout the assessment we observed care and support that was caring, friendly, responsive, and supportive. Staff were unhurried and took time to gain peoples’ consent and offer choices.