Rievaulx House Care Centre

“People received care from staff who knew them well and treated them with kindness, compassion and respect. People and relatives gave largely positive feedback and said call bells were answered promptly. Care plans were generally person-centred, detailed and regularly reviewed, and people had access to external health professionals, including GPs and district nurses. Medicines were managed safely and staff understood people’s health and medication needs. Staff supported people’s independence, choices and communication needs, including using pictorial tools, translation technology and producing information in different languages to support inclusion.”

“There were areas where improvements were needed. People and relatives were not always clearly involved in care plan reviews or aware these reviews were taking place. Some records for people who needed regular repositioning were incomplete, which meant the registered manager could not always be assured planned care had been delivered. Some parts of the environment required maintenance, including carpets, locks and radiator covers. Furthermore, governance systems had not always identified or ensured timely action on these issues. Staff also described pressure at work due to staffing levels and some challenges with departments working together.”

“The registered manager was open, approachable and committed to improvement. Governance systems, audits and daily oversight were in place but not wholly effective, and the service worked well with community and health partners. The management team responded promptly to concerns raised during the assessment and demonstrated a focus on improving outcomes, safety, inclusion, people’s quality of life, staff well-being due to staffing pressures.”