Rivers

Inspectors saw staff treating people with dignity and responding to their individual needs. People and relatives gave positive comments about the support.

“Throughout the inspection we observed kind, relaxed, compassionate, and caring interactions between people and staff.” from the report

Staff involved people in decisions and supported them to do what they could for themselves. People were helped to take part in activities and pursue their interests.

“Staff focused on people's strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life.” from the report

Care plans and risk assessments covered a range of needs. Staff worked with health professionals and recorded their input in people's care plans.

“People's care plans and risk assessments reflected their range of needs, and this promoted their wellbeing and enjoyment of life.” from the report

People's commissioned staffing hours were not always delivered because of staff absence. Inspectors were told this could limit people's everyday opportunities, including going out.

“People's staffing hours were not being consistently delivered due to staff absence.” from the report

Several staff had not completed required or refresher training in safeguarding, medicines, moving people safely, health and safety, fire awareness and infection control.

“Not all staff had received relevant training to ensure the safety of people.” from the report

One safeguarding concern had not been referred to the local authority safeguarding team. The provider also failed to notify CQC about significant events and a change in registered manager.

“The provider had failed to notify the CQC of significant events which had occurred.” from the report

The provider's systems did not consistently identify and manage improvements. The action plan did not clearly set out responsibility or timescales for several areas.

“The provider had failed to consistently assess, monitor, and improve the quality of the service.” from the report

Relatives gave mixed feedback about communication. Some relatives said they did not feel listened to, and a family satisfaction survey had been delayed.

“Two relatives told us communication needed to improve, and one relative told us they felt the service did not involve and listen to them anymore.” from the report