Riverside Care Complex

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last ratings inspection we rated this key question requires improvement. At this inspection the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. We found there was a positive approach to ensuring continuous development of the service. There was a range of policies and procedures to guide staff on what was expected of them in their roles.

The service had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider and manager had a clear commitment to providing person centred care and valuing people who lived at the home and the staff team. Staff spoke highly of the new manager. One said, “[Manager] is brilliant and approaches things calmly and in a nice way. It is appreciated.”

The service fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us they were encouraged to speak up and were able to raise any concerns. They were positive about the provider and manager and how the service was run. One staff member said, “I could raise anything. [Manager] is so lovely especially with personal situations.”

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. Managers identified if staff needed any additional support and responded flexibly. Staff told us they felt valued and listened to by managers at the home. One said of the manager, “[Manager] is really good and has an open door to discuss anything from inside or outside of work.”

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. There was a range of quality monitoring and auditing in place. However, audits and paperwork to support medicines administration required some improvements, for example, allergy recording, ‘when required’ medicines plans, fridge temperatures and cream application. The provider took action during our inspection to start the required improvements. Service improvement and action plans that had been developed were clear and gave timelines for any action.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement. Staff worked closely with other agencies to ensure people's needs were met. The were building links with other care homes to increase opportunities for people.

The service focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contribute to safe, effective practice and research. The provider and manager worked well together and were in very regular contact. Staff spoke of their confidence in managers and their ability to support improvement ideas.