Archived: Ravenhill Way

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Relatives had not been asked to provide formal feedback on the quality of care and treatment but knew who to contact if they needed to make a complaint. The registered manager was able to provide feedback on people’s outcomes following health appointments. Staff thought people felt listened to and would always take on board new information for consideration. The service confirmed there was a system in place to record compliments and complaints, however, there had not been any in the last 12 months. People were provided with information in an accessible way that met their needs.

This service scored 71 (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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

A relative told us they had not seen any care records and did not know whether any reviews of care had taken place. The relative was unsure what activities their loved one took part in. The relative said they had not been asked to complete a questionnaire to provide feedback on the quality of the service, however, they knew who to speak to if they were unhappy with the care being provided.

The registered manager was able to provide feedback on the healthcare appointments people attended which led to positive health and wellbeing outcomes. They also confirmed people’s preferences for food and drink would be catered for, including likes and dislikes, allergies, and whether there were any cultural preferences. The registered manager confirmed everyone living at the service was able to verbalise their opinions. Staff confirmed if people living at the service told them they weren’t happy with their care they would suggest they spoke with their key worker or the person they felt most comfortable discussing it with. One staff member said, “We have a comments box at the service, although I would like a culture where we didn’t have a box and people would just generally come to us to say, I don’t like the food, for example.” Where relevant feedback would be shared with other health and social care professionals. One staff member said, “Equality is about making sure everyone is treated fairly. Realising and recognising people’s differences and respecting people’s culture and religion.

Staffed had been trained in equality and diversity and said they felt listened to when they reported issues to management. An evaluation of people’s care was conducted at the home; however, staff confirmed it was sometimes difficult to get feedback from people. Organisational meetings were taking place at provider level reviewing themes across all services, to determine whether there were any specific areas that required improvement, however, these records were not available at the time of our assessment. Care records evidenced the service referred people to appropriate professionals and attended relevant appointments with people to ensure their general health and wellbeing was monitored. The service had a system in place to record and monitor complaints.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.