Richmond Heights

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

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.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us they made their own decisions, and staff supported them with respect and dignity. One person told us, “The staff are kind and caring and occasionally they go above and beyond. Personally, they understand my needs.” Another commented, “I can make my own choices.” People were provided with meaningful activities, linked to their hobbies and interests but said that they would also like to go out into the community.

Staff told us they were committed to providing support that promoted people’s choice and independence and that centred on each person as an individual. One staff member told us, "I always ask before doing anything, making sure they’re aware of what support I am doing. If someone doesn’t have capacity, its always important to introduce myself and keep talking through what I am doing, adapting communication if needed. For example, there is a resident with a picture board that staff use to help them understand what care and support is taking place.”

We observed kind and caring interactions between people and staff during our visit. We saw people were supported to make decisions about their care and staff seemed to know people well. For example, we saw members of staff checking first with people if they could assist them before providing care. Group and individual activities were seen to be provided across the day and included people who chose to remain in their rooms. There was a range of appropriate equipment to support and maximise people’s independence including adjustments for people with dementia. Signs were also available to help people to navigate around the service.

People’s care records provided information for staff to provide support that was specific to people’s needs and preferences. The service employed activity coordinators who worked with the care team to deliver a range of activities to help people maintain their hobbies and interests and learn new things. The activity coordinators were enthusiastic, and proactive in creating varied opportunities for people and sought feedback on current activities as well as suggestions for new activities.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.