Regent Residential Care Home

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

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained the same. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 made sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff had spent time with people, and where appropriate their relatives to understand what was important to them. Care plans detailed people’s preferences with staff gender, and how they preferred their care to be delivered. Relatives and staff shared when a person had moved to another unit due to their support needs changing. They told us, “[person] moved upstairs 2 weeks ago. There were some issues with them going into other rooms. We were adamant we didn’t want [person] upstairs, but it has been so much better for them, more staff and they seem more sociable”. A staff member also shared the same views, “The persons needs had become greater; since moving they are more talkative, more confident. Another person upstairs is really welcoming which has really benefitted the person”.

Another relative shared their story of their loved one, they told us, “A few people have made [person’s] stay a lot easier [Deputy manager] nothing other than great. Staff went the extra mile to help them settle in, being personal. [staff] is not just a carer, they are a friend, with a mutual love of sport and travelling. Chats about cricket. People here who take the time – you don’t want to be left alone. They’ve shown empathy which has made a difficult year much easier.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. External healthcare professionals were involved in advising and supporting the care people received. There were regular healthcare professionals which visited the service, these included GPs, Advanced Care practitioners, physiotherapist and District Nurses. Staff worked well together to provide continuity of care and followed advice from healthcare professionals. Information was shared between staff during handovers about any changes in people’s needs so everyone was kept informed. There were several other external agencies which visited the service to offer different activity sessions, some of these included singers, pet therapy sessions and magicians. People attended the local library for events like jewellery making, cinema showings and afternoon quizzes.

The service had formed strong links with local nurseries and schools. People enjoyed reading with children and playing interactive games. Nursery children visited to sing songs and put on performances for people living at Regents Residential Care Home. Secondary school children visited to assist with inhouse activities and learn about people’s supporting needs. Staff told us this enhanced community presence, and enabled people to integrate with the local community, giving them a sense of socialisation and fulfilment. The service also held a summer fete where people and relatives had enjoyed spending time with friends and family.

The provider supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. People’s communication needs were assessed and documented in their care plans to guide staff on the most effective ways of communication. Staff knew people well and how best to communicate with them. We observed staff showing plates of meals, so people had a visual reminder of what meals were available. We saw examples of pictorial activities and there were notice boards in communal areas of the service which provided information to people about upcoming events and meetings. Relatives told us they were updated of any changes in relation to their loved one’s care needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The service had 2 ambassadors who helped other people living at the service to have a voice, particularly people who were new to the service to remind them of mealtimes and laundry provisions. People and relatives knew how to raise a complaint should they need to. Managers maintained a complaints log, where complaints had been made, these had been responded to appropriately. A person told us, “I’ve no complaints regarding my bedroom and my care and they are on the ball for medication. I see a team leader, and they would take any concerns from there. They are pretty much on the ball”.

Annual surveys were sent to people, relatives and staff. These were reviewed and responses were provided with what actions had been taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access care, support and treatment when they needed it, and people and relatives confirmed this. Relatives told us they were kept informed about any changes in their family members health. One relative told us, “When [person] was at home, they had tablets, I questioned the medication. They had already questioned it here themselves and had emailed the relevant people. Wasn’t any trouble at all”. External health professionals told us staff made referrals in a timely manner, 1 healthcare professional said, “Staff are responsive, team leaders will approach us with any concerns they have. Staff know people really well”.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff ensured people were supported to have equitable outcomes, people’s choices and wishes were gathered to help shape activities and experiences provided by the service. Where people chose to follow a specific religion, visits from church representatives had been made. People and their relatives did not report any concerns related to discrimination or unequal experiences. All staff had completed the relevant mandatory training requirements and understood how to protect people from any discriminatory practices.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People’s choices and wishes had been gathered in a ‘planning for future care’ document and where appropriate, this had been consulted with families. People had ReSPECT forms in place. ReSPECT stands for Recommended Summary Plan for Emergency Care and Treatment and ensures their personal wishes are followed. These were reviewed regularly and specified people’s choices regarding resuscitation in the event they needed emergency treatment.