10 August 2023
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.
As part of this inspection, we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.
The inspection was carried out by 2 inspectors, a pharmacist, and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
Regency Manor Care Home is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Regency Manor Care Home is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post. However, they were on leave during the inspection. The nominated individual and operations director supported the inspection. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
Notice of inspection
This inspection was unannounced.
What we did before the inspection
We reviewed information we had received about the service. We sought feedback from the local authority service improvement and safeguarding teams who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with 12 people who used the service and 7 relatives about their experience of the care provided. We spoke with 16 members of staff including the nominated individual, operations director, and care workers.
We received feedback from 3 health and social care professionals who work with the home. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.
We reviewed a range of records. This included 8 people's care records and 15 people’s medicine records. We looked at 2 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
10 August 2023
About the service
Regency Manor Care Home is a residential care home providing care and support for up to 69 people in Poole, Dorset. The service provides support to older people, some of whom are living with dementia. At the time of our inspection there were 60 people using the service.
People’s experience of using this service and what we found
People told us they were happy living at Regency Manor Care Home. People had risk assessments and care plans in place, these were not always detailed, and person centred. People received their medicines as prescribed. However, some documentation was not always completed in line with the providers policy. The nominated individual took immediate action to correct the shortfalls during the inspection and we were assured by their prompt response.
The home undertook various audits and monitoring, these had not always identified the findings within the inspection. The nominated individual started a full review of management oversight within the home during the inspection. We have made a recommendation about strengthening governance systems within the home to support the good work which had been started.
Staff knew how to keep people safe; they were confident if they raised concerns they would be acted upon. There were enough staff on duty to meet the needs of people. Recruitment procedures were safe, staff received a comprehensive induction and ongoing training and support. People told us staff were kind and caring, relatives had peace of mind their loved ones were safe. Communication within the home was good, this extended to both family member and external professionals.
People were supported 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. Infection prevention and control was managed within the home. People were supported and encouraged to live their lives the way they wanted; the culture of the home was to appreciate people’s differences.
People had access to healthcare as needed and were supported to maintain a healthy diet. People were supported to continue hobbies and interests. People’s individuality was respected. They had access to a wide range of activities which contributed to them feeling included, reducing risk of social isolation. The home and staff culture were built on inclusivity, this included religious and spiritual beliefs, everyone was accepted at Regency Manor Care Home.
Complaints to the service had been dealt with in line with the providers policy. The home sought feedback from people on the service it provided. The home worked well with external health and social care professionals. People, their relatives and staff were complimentary about the approach and conduct of the registered manager.
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 the service under the previous provider was good, published on 3 January 2020.
Why we inspected
This inspection was prompted by a review of the information we held about this service. The provider had re-registered the service under a new legal entity. When this happens, we need to inspect to award a rating under this new legal entity.
We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.
We will continue to monitor information we receive about the service, which will help inform when we next inspect.