Riverside Court

People and relatives spoke positively about the staff. Inspectors said staff knew people well, and people felt supported.

“Staff knew people well and people told us they felt well supported.” from the report

The manager acted promptly after inspectors raised concerns and began steps to reduce risks and improve oversight.

“The registered manager was responsive to our feedback and took immediate action to engage with local safeguarding teams and to improve staff understanding and knowledge in this area.” from the report

Relatives said communication was good and that they were kept informed. They could speak with the manager when needed.

“Relatives told us communication was good, and they were kept up to date.” from the report

Some care plan information was personalised. People’s rooms and shared areas were clean and personalised.

“Some areas of people's care plans were person-centred.” from the report

Inspectors found that people were supported to make choices where possible and that legal safeguards were in place when needed.

“People were supported to have maximum choice and control of their lives” from the report

Important risks, including self-harm, access to stairs, skin damage, fire and hot water, were not consistently assessed or dealt with. Inspectors said people were at risk of harm.

“Risks to people were not appropriately assessed, monitored and managed.” from the report

Some medicines were not securely stored and records were incomplete. Laundry and basement areas were dirty, and infection control practices were unsafe.

“Medicines were not always managed safely. This placed people at risk of harm.” from the report

Concerns about possible abuse were not always raised or investigated promptly, and some required referrals and notifications were not made.

“Safeguarding concerns were not always raised or investigated in a timely manner.” from the report

Staff absences were not always covered, staffing levels were not based on a robust assessment, and some people reported difficulty getting help at night.

“There were not always sufficient numbers of suitable staff to support people's needs.” from the report

There were no formal provider audits, and existing checks failed to identify most of the problems found by inspectors. People and relatives also lacked meaningful formal opportunities to give feedback.

“Systems were not in place to adequately assess, monitor, and improve the quality and safety of the service.” from the report