Archived: Regency Manor Care Home

Regency Manor Care Home is a purpose built residential care home. It can accommodate up to 69 people on six separate units in one building. Three units specialise in providing care to people who live with dementia at different stages. There were 62 people living or staying at the home at the time of the inspection. Nursing care is not provided at Regency Manor Care Home.

People’s experience of using the service and what we found

People told us they were happy and comfortable living at Regency Manor Care Home. Our observations showed people liked the staff, who knew them well and provided support and care with warmth, kindness, patience, respect and dignity.

During the inspection the provider made improvements to shortfalls identified regarding the recording and storage of medicines, staffing levels on one living unit and the management of complaints. The provider had reacted responsively and took immediate action to rectify the shortfalls found. They had also conducted further investigations and had identified areas where further improvement was needed such as, completion of staff supervisions, food and fluid monitoring, recording and specialised training.

Following improvements made during the inspection, medicines were managed, stored and administered safely. People were supported to take their medicines safely by staff who had received the appropriate levels of training.

We received positive feedback from relatives and health professionals about the service provided by the management team and staff. Staff understood how to identify and report abuse and felt well supported in their roles. There were regular staff meetings and they completed a variety of training courses to enable them to carry out their roles competently.

There was an open, honest and supportive culture within the home. There was a culture of learning from events and incidents in the home to drive a process of continual improvement and therefore improve the service for people.

Risks to people’s health, safety and well-being were assessed and management plans put in place to ensure risks were reduced as much as possible. People received person centred care from staff who knew them well and had developed kind, meaningful relationships with them.

People were supported by safely recruited staff. The provider had identified staffing levels needed increasing and had implemented additional staff during the inspection. Staff were appropriately trained and experienced to support people in ways that suited them. Communication styles and methods were tailored to individual people and staff supported people to understand the choices available to them.

People were supported to socialise and pursue their hobbies and interests and encouraged to maintain relationships to reduce their risk of social isolation. Care plans were individualised, detailed and up to date about people’s needs and preferences.

People were enabled to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service worked collaboratively with health care professionals to ensure people received the best care and support at all times. Staff were responsive to people’s changing support needs and adapted care and support according to their health needs.

Relatives and staff spoke positively of the acting manager and felt the service was well led. There were quality assurance systems in place to drive improvement and ensure the home offered a safe, effective, caring and responsive service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was outstanding (published February 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Regency Manor Care Home is a nursing and care home for up to 69 older people some of whom may be living with dementia in Poole. Nursing care is not currently being provided at Regency Manor Care Home. There were 62 people living at the home which is divided in to six separate living units over three floors. Two of the living units, Lilliput and Dolphin were specifically for people living with dementia; Dolphin was a female only unit.

We last inspected Regency Manor Care Home in January 2014 and they met the regulations.

The registered manager has been registered since November 2013. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We saw people received care and support in an exceptionally personalised way. Staff knew people well, understood their needs and the way they communicated if they were living with dementia. Care was focused on people's wishes and preferences. This meant people were able to maintain their independence and achieve a good sense of self-worth and wellbeing. The impact this had on people was outstanding and had resulted in them being settled, content and helped them to lead as full and active lives as they wanted to.

Staff developed exceptionally positive and caring relationships with people and their families. Staff were very motivated and demonstrated a commitment to providing the best quality care to individuals in a compassionate way. People’s privacy and dignity was maintained at all times during the inspection. People received outstanding end of life care and people experienced a comfortable and dignified death. Bereaved relatives told us the ongoing care and support both during and following the time of their family member’s death had been exceptional.

People’s mealtimes were positive and sociable experiences. Staff were innovative in the ways they supported people who were living with dementia to eat and drink and this improved their health and wellbeing. People told us they enjoyed the food and that the catering staff made sure they had food and drinks they liked.

People's independence and wellbeing had been enhanced by improvements made in the internal and external environment of the home. Staff used their knowledge of best practice evidence to make the environment suited to the needs of people including those living with dementia.

People, relatives and professionals consistently told us about the excellent care they received from well trained staff who demonstrated the correct levels of knowledge and skills required which had a positive impact on people's health and wellbeing. People received outstanding effective care by staff who understood the needs of people living with dementia.

Staff were recruited safely and people were involved in the recruitment of staff. There were enough staff to meet people’s needs. Staffing levels were based on people’s individual needs and this made sure their personal care, social and emotional wellbeing needs were met.

People were supported to express their views and were involved in decision making about their care and were offered day to day choices. Staff sought people's consent for care and treatment and ensured they were supported to make as many decisions as possible. Staff confidently used the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). Where people lacked capacity, relatives, friends and relevant professionals were involved in best interests decision making.

People received a consistently high standard of care because staff were led by an experienced, and proactive registered manager. The staff team were highly motivated and enthusiastic, and committed to ensuring each person had a good quality of life. There was a clear management structure in place and oversight from the provider. There were systems in place to monitor the safety and drive the continuous improvement of the quality of the service provided.

People told us they felt safe at the home. Some people living with dementia were not able to tell us their experiences. We saw those people sought reassurance from staff and were relaxed with them. This indicated they felt comfortable and safe with staff. Relatives told us they felt their family members were safe at the home. Staff knew how to recognise any signs of abuse and how they could report any allegations.

Risks to people’s safety were assessed and managed to minimise risks. Staff followed any risk management plans in place for people. Medicines were managed safely and stored securely. People received their medicines as prescribed by their GP.

There were eighteen people living at Regency Manor Care Home. One person was staying at the home for a week’s short stay. At the time of the inspection the home was not providing nursing care.

People and their relatives spoke positively of their experiences at the home. We observed a relaxed atmosphere and positive relationships between people, relatives and staff. One person we spoke with told us, “I am very well looked after now thank you, staff are wonderful”. One relative said, “I am fully involved in things regarding mum, I wasn’t happy before (under the previous provider) but I am now. Things couldn’t be better”.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. People and their relatives told us individuals experienced care, treatment and support that met their needs.

People were protected from the risks of inadequate nutrition and dehydration.

People who used the service were protected from the risk of harm because the provider had taken reasonable steps to identify the possibility of abuse and prevent it from happening.

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

There were effective systems in place to assess and monitor risks to people and to regularly check and monitor the care, safety and quality of the service people received.