Richmond House Care Home has a Review Score of 9.6 (9.630) out of 10, based on 21 reviews in the last 2 years. Over all time Richmond House Care Home has 140 reviews.
Review from Robert T (Respite Resident) published on 22 September 2021
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Overall Experience
5.0 out of 5
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Review from Margaret S (Resident) published on 20 September 2021
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5.0 out of 5
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Review from B F (Respite Resident) published on 21 June 2021
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5.0 out of 5
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Review from G K (Resident) published on 7 June 2021
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5.0 out of 5
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Review from Joan B (Respite Resident) published on 7 June 2021
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4.0 out of 5
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Review from J M (Respite Resident) published on 15 April 2021
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Overall Experience
4.0 out of 5
Reply from Diane Kerwin, Hospital Liaison Team Administrator at Richmond House Care Home
Thank you for your review, we value all feedback as this helps us to improve our service where required. Thank you also for your positive comments about the caring and attentive support you received from our staff team during your stay at Richmond House. Colleagues at the home strive to provide kind care for all the people we support and we are pleased to hear this was your experience. We are sorry you feel the communication with trained colleagues could have been better. Your views will help us to address this matter going forward.
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Review from C S (Respite Resident) published on 15 April 2021
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Overall Experience
4.0 out of 5
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Review from Michele B (Daughter of Resident) published on 14 April 2021
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5.0 out of 5
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Review from S H (Daughter of Resident) published on 14 April 2021
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Overall Experience
5.0 out of 5
Reply from Julie Caygill, Hospital Liaison Team Administrator at Richmond House Care Home
Thank you for your review, we value all feedback as this helps us to improve our service where required. As an organisation, HC-One strives to deliver care with kindness at all times and the experience of our residents is very important to us. Thank you for your kind comments, the team at Richmond House are committed to treating all residents with consideration and care. We are delighted to hear your Mother and you are pleased with the staff at the home and that you feel the food is amazing, which has led to an improvement in your Mother’s condition. We regret you feel that on some occasions there have been issues with non-regular colleagues and we would be happy to look into this. We have a full team of committed staff at the home which helps us to provide consistent ongoing care for our residents. We are keen to understand your experience further and would be very grateful if you could contact us so that this can be appropriately reviewed and addressed.
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Review from Anne G (Daughter of Resident) published on 12 April 2021
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Overall Experience
4.0 out of 5
Reply from Julie Caygill, Hospital Liaison Team Administrator at Richmond House Care Home
Thank you for your review, we value all feedback as this helps us to improve our service where required. We will ensure your kind comments are shared with the team. It is good to know you feel reassured that your mother is safe and well looked after. We aim to offer the best care to all our residents and we are glad to know your mother feels she receives this at Richmond House. We are very fortunate to have great nursing colleagues at the home and we are pleased they are supporting your mother effectively. We understand the importance of environment and we are sorry you feel the room is a little basic; we would be happy to work with you to personalise this to your mother’s tastes. To help us better understand individual likes and dislikes with regard to the food offered at the home, we recently carried out a survey with a number of residents to seek their feedback on our spring menu. We would welcome the opportunity to further explore how we can better ensure your mother receives the foods she enjoys. Please do therefore get in touch so that we can facilitate this.
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Review from John J (Resident) published on 12 April 2021
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5.0 out of 5
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Review from L F (Respite Resident) published on 7 April 2021
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5.0 out of 5
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Review from B D (Son of Resident) published on 7 April 2021
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5.0 out of 5
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Review from John B (Resident) published on 6 April 2021
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5.0 out of 5
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Review from J H (Resident) published on 26 March 2021
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5.0 out of 5
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Review from Deborah S (Resident) published on 15 January 2021
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5.0 out of 5
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Review from Christine S (Resident) published on 9 October 2020
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Overall Experience
5.0 out of 5
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Review from D S (Respite Resident) published on 2 October 2020
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Overall Experience
5.0 out of 5
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Review from Carolyn B (Niece of Resident) published on 1 October 2020
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Overall Experience
5.0 out of 5
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Review from Hilary C (Wife of Resident) published on 1 October 2020
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5.0 out of 5
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The Review Score of 9.6 (9.630) out of 10 for Richmond House Care Home is based on a) the Average Rating and b) the number of positive Reviews.
a) The Average Rating is 4.6 out of 5 from 21 Reviews in the last 24 months.
b) The score for the number of positive Reviews is 5.0 out of 5 from 20 positive Reviews in the last 24 months.
The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:
a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.
The Average Rating of 4.630 for Richmond House Care Home is calculated as follows: ( (176 Excellents x 5) + (54 Goods x 4) + (12 Satisfactorys x 3) + (3 Poors x 2) + (1 Very Poors x 1) ) ÷ 246 Ratings = 4.63
b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').
The 5 Points relating to the number of positive Reviews for Richmond House Care Home is based on 20 positive Reviews in the last 24 months and is calculated as per below:
The 5 points available are broken down as follows:
i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4
ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 49 registered maximum number of service users is 9.8, which has been reached with 20 Positive reviews. Points = 1
When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.
Date: 2 Aug 2019
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Job Title: Home Manager
Introducing Lorraine Scholey
Home Manager at Richmond House, Leigh
What does ‘kindness’ mean to you?
“I believe kind care is treating each person as an individual and enabling them to make their own life choices.”
As a Registered Nurse, Lorraine has gained over 35 years’ experience in providing care and support to older people, to enrich their lives. She is a knowledgeable and dedicated leader who is passionate about delivering the highest standards in care and quality of life for Residents.
Having worked at Richmond House for a number of years, Lorraine shares HC-One’s vision in aiming to provide the kindest care for each and every Resident. She extends this caring approach to her colleagues and works closely with them to deliver care and support to Residents in a way that they gain the most benefit, in a warm and welcoming home.
She also works hard to arrange events and activities with nearby schools and clubs and is always keen to include the local community in life at Richmond House.
When asked what she enjoys most about her role, Lorraine remarked: “Knowing that I can go home at the end of the day leaving my residents happy and well cared for.”
Away from work, Lorraine enjoys swimming, watching Rugby League and DIY.
