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Regency Manor Care Home Outstanding

The provider of this service changed - see old profile

We are carrying out a review of quality at Regency Manor Care Home. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary


Overall summary & rating

Outstanding

Updated 16 February 2017

The inspection was unannounced on 30 November, 1, 2 and 5 December 2016.

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

Inspection areas

Safe

Good

Updated 16 February 2017

The service was safe.

Medicines were managed safely.

Staff knew how to recognise and report any allegations of abuse.

Staff were recruited safely and there were enough staff to make sure people had the care and support they needed.

Any risks to people were identified and managed to keep people safe.

Effective

Outstanding

Updated 16 February 2017

The service was exceptionally effective.

People were supported by a team of staff who were highly skilled in meeting people's needs and received on-going training and development to enable them to deliver the most effective care to people. Specialist dementia care training was provided and this training was provided to staff in all roles, so that they could all interact with people and understand their needs.

There were staff champions who led and guided staff in best practice.

People received ongoing healthcare support from a range of external healthcare professionals and staff used innovative ways of supporting people to eat enough.

Caring

Outstanding

Updated 16 February 2017

The service was exceptionally caring.

People who used the service and their relatives consistently said staff supported them with care and compassion and got to know people exceptionally well.

Staff valued each person as an individual, people mattered and staff developed exceptionally positive, kind, and compassionate relationships with the people they supported.

People could express their views and make decisions, which staff acted on and people's rights to privacy and dignity were valued.

People receiving end of life care were treated with exceptional care and compassion, as were their relatives and those that mattered to them both during and following the person’s death.

Responsive

Outstanding

Updated 16 February 2017

The service was very responsive.

People received highly individualised care that was tailored to their needs. The service was creative in enabling people to live as full a life as possible. Activities were based on people’s individual interests and abilities. This helped people both maintain and try new hobbies or skills.

Staff were very flexible and responsive to providing person centred care which improved people's wellbeing. Staff knew people as individuals first, and considered all of their needs, including their social, emotional and spiritual needs.

Innovative ways of involving people were used so that people were at the heart of everything. People were part of the local community. They regularly went out in the community and invited the community into the home.

People and relatives were listened to and their comments and complaints acted upon.

Well-led

Outstanding

Updated 16 February 2017

People received a consistently high standard of care because the registered manager led by example and set high expectations of staff about the standards of care.

People, relatives and staff expressed high levels of confidence in the management and leadership at the service. Staff worked together as a team to support people and felt valued for their contribution.

The culture was open and honest and focused on each person as an individual. Staff put people first, and were committed to continually improving each person's quality of life.

The provider promoted best practice and people benefited from the skills and knowledge of staff. They had robust quality monitoring arrangements through which they continually reviewed, and evaluated to improve people's care.