Regent Residential Care Home

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained the same. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We received positive feedback from people and relatives about staff, some of the comments included, “It’s good here, carers and all very nice” and “All the workers are lovely. Everybody makes you welcome”. Some staff had worked at the service for many years and knew people’s needs, choices and preferences well. One staff member told us,” I'd do anything for these people, I know them all really well. I enjoy spending time with them, reading to them and spending time assisting them, I love them, they are like my family”. We observed positive interactions with people, relatives and staff, staff were considerate of people’s support needs. We saw people participating in activities with staff support and guidance.

The provider treated people as individuals. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Whilst improvements were required with some people’s individualised clinical care needs documentation, we equally saw people’s hobbies and interests had been taken into account. We saw evidence people had been to their favourite sports events and met professional sports players. Another person enjoyed a day trip to the local Cathedral. People visited local eateries and enjoyed trips to the local city. One person told us, [staff member] does a steak night sometimes or we have a Chinese or Indian meal brought in. I’ve a drinks fridge in my room. They do quizzes, singers and sometimes we go for breakfast at the garden centre. We go for meals at the pub. I didn’t want to do the flower arranging. They just come and ask you if you want to join in”.

Care plans evidenced time had been taken to gather people’s previous life histories, hobbies and favourite things to do, which enabled staff to be able to reminisce and find appropriate activities to meet people’s individual needs. One relative told us, “There are things you can do if you want to [person] went in the minibus and had tea with the Mayoress”.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s choices and preferences were documented in their care plans and people were encouraged to be as independent where possible. We saw evidence people were supported to strengthen their mobility and choose activities which they would like to attend. People chose where in the service to spend their day. Some people visited other units to join in with the activities taking place or meet with other people. One person told us, If I want to, I can sit in here by myself or I can go down there and mix with other people. We meet in public spaces”.

People had access to a large secure and accessible garden area, which we observed was regularly used. We saw some people had their own personal mobile phones and computers to make calls to family and friends and play interactive games. We saw visitors throughout both days of our onsite visits, people told us families were welcome to visit at any time. A person told us, “You’ve still got your independence here which is important I think”. One relative told us, “[person] has lots of visitors in the week, they regularly go and stay with family for a long weekend”.

The provider listened to and understood people’s needs, views and wishes. Although we could not always be assured staff responded to people’s immediate needs, whilst we saw no impact to people, we observed a call bell unanswered for 29 minutes. We received some mixed feedback from people and relatives regarding staff responding to people’s needs. One person told us, “If you want anything they say they’ll get it to you. Sometimes it can take a bit of time but that’s alright.”. A relative shared their loved one had had a fall and was unable to raise an alarm to staff. We shared our feedback with managers of the service who told us they regularly monitor call bell duration, and they are continuing to look at ways of reducing call bell times. However, we saw when people required additional healthcare intervention, staff were proactive in raising and sharing concerns with other healthcare professionals.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff we spoke with told us they felt supported by managers of the service. Staff were rewarded for their achievements; the provider had an employee of the quarter which was nominated by family members as a way of recognising staff work and their commitments to Regents Residential Care Home. The provider had processes in place to support development of staff, these included staff meetings, supervisions and some training courses to develop staff’s clinical knowledge. The service also held a regular mental health drop in for staff to have a coffee and chart with one of the staff’s trained Mental Health First Aiders. A mental health first aider is a trained person who spots early signs of emotional distress or mental ill-health and guides someone toward professional support.