Archived: Ravenhill Way

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 care plans had not been amended when people’s needs changed. This meant information about how people could be supported to maintain and grow their independence was not based on their current needs. Care plans did however contain information about people and events that were important in their lives. People were not being supported to achieve their chosen outcomes and their wishes and aspirations were not being followed up. Staff told us, and we observed from care records, there was not enough staff to meet people’s social care needs, despite being willing to do so. Improvements were needed in spending real time with people such as completing an activity together, go out, or promote people’s interests. Improvements were needed in terms of the service promoting dignity and respect. In terms of how people’s rooms and personal equipment was looked after, the hygiene and upkeep of the home reflected poorly on how people were valued.

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.

[Name of person] told us they go out to the shops with staff. A relative told us, “[Name of person] really likes the staff. Staff help them make choices about their life, and they will support them to keep in touch with the family. I’ve spoken to lots of health professionals over the years and can tell the ones that go the extra mile and have a genuine concern and I get that every time from Ravenhill.”

We spoke to the registered manager about people’s goals and longer-term aspirations and whether there were local groups people could attend to support these wishes. The registered manager recollected a previous conversation in relation to a ‘sports’ interest for one person. They had tried to find a suitable group for one person but hadn’t been successful and didn’t follow this up. The registered manager advised most people will have their goals already in place when they move in, but agreed it was an area the service needed to improve on. A senior member of staff advised goals and aspirations would be reviewed monthly and discussed with other care professionals. Staff advised it was often difficult to interact and have meaningful conversations; however, the service could not confirm whether any training for staff had been accessed in this area, or other professionals contacted for support. Staff were able to describe what was important to people, what their likes and dislikes were and how they provided advice to people living at the service. For example, around personal presentation to enable people to make an informed choice. Staff said they would like more time to be able to support people in the community with their goals and ambitions. The registered manager confirmed that people were given the opportunity to either write or input into their care plan. However, if this was not possible, then information was extracted from the initial referral form or health care professional recommendations. The registered manager advised they encouraged people to have visits from family and friends when they wished to, staff will support and facilitate visits and telephone calls when required.

We observed one person’s bedroom. The environment was not appealing, it was bare, with little in the way of personal items or a reflection of their personality or favourite colours. There was limited light coming through the bedroom window due to overgrown trees, this also obscured the person’s view. There was an unsatisfactory mattress on the bed. We spent time observing people and found they appeared relaxed in the presence of staff and there was a friendly atmosphere in the home. We observed staff engaging positively with one person and supporting them in finding appropriate toiletries to wash their hands. The care observed was kind and compassionate, we found most staff respectful in their approach to people and treated them with dignity and respect, calling them by their preferred name. One person sat with the inspection team whilst eating their lunch and appeared content. The service had ordered a mattress prior to our assessment; but the service had failed to replace it before we arrived. The mattress was immediately replaced, and a television placed in one bedroom following our feedback.

Care records we reviewed were not person centred. One care plan we reviewed, the person’s name was recorded as initials, there was no information relating to cultural or religious beliefs and dislikes, and limited information relating to a person’s likes. Following on from our assessment feedback regarding personalisation of rooms, we observed a senior staff member asking one person whether they liked their bedroom, and if they could choose, what colour would they like it to be. Daily note records had limited information within them. There were only 1 or 2 short entries per day. We were advised by the registered manager that one person enjoyed playing pool with staff. However, despite this, there were only two entries confirming a pool game had been played over a 4-week period and a handful of other social activities. (See our well-led section for more about records). Designated ‘keyworker’ staff were responsible for supporting people in line with their preferences, this included supporting people to set goals and aspirations. However, for one person some records relating to these wishes had not been updated at their latest review. Furthermore, senior staff could not locate records of discussion with either keyworker staff or other care professionals. Care records and important information were stored in a locked area. The service updated all goals and longer-term aspiration records following our assessment feedback.

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.