Regency Park

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. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 consistently treated people with kindness, empathy and compassion, while respecting their privacy and dignity. Staff also treated colleagues and professionals from other organisations with the same level of kindness and respect.

We observed staff interacting with people in a warm, caring and compassionate manner. All staff we spoke with, including the registered manager, demonstrated a strong understanding of people's needs, not only in relation to their time at Regency Park but also their life experiences prior to moving into the service. This information was clearly reflected within people's care plans.

Staff respected people's wishes, preferences and choices. Their practice was guided by what mattered most to people, rather than by task-based routines, demonstrating a genuinely person-centred approach to care and support.

One relative we spoke with shared, “They [staff] do an excellent job with care.”

One professional we spoke with stated, “It is clear during my visits and observations that the staff are consistent and know the young people well. They can respond to needs and wishes in an age-appropriate manner with warmth and consideration.”
 

The provider treated people as individuals and ensured their care, support and treatment reflected their needs, preferences and aspirations. Staff recognised and valued people's strengths, abilities, cultural backgrounds, life experiences and protected characteristics when planning and delivering support.

Communication aids were used to support people who were unable to communicate their wishes and preferences verbally. This enabled people to make decisions about their daily lives and express their choices. Staff actively encouraged people to explore new opportunities by introducing pictures and other visual aids to broaden their experiences and develop new interests.
People were supported to access their local community and participate in activities that were meaningful to them. One relative told us, "[Person] is out all the time; they have a better social life than me."
Relatives said they were able to visit whenever they wished and were consistently welcomed by friendly and approachable staff. One relative shared, “They [staff] are very welcoming and I get offered a drink. I know their first names.”

The use of personalised communication tools promoted people's independence and helped ensure their views, wishes and preferences were understood and respected.
 

The provider promoted people’s independence, ensuring they understood their rights and had choice and control over their care, treatment, and wellbeing. People were encouraged to maintain and develop their independence wherever possible. For example, staff supported people to prepare meals rather than preparing meals on their behalf.
Person-centred goals were developed with people, with clear outcomes focused on promoting independence and enhancing life skills. People were encouraged to plan their meals for the week and actively participate in shopping activities.
The service utilised a wide range of communication tools to support people to express their views, make informed choices, and participate in decisions about their care and daily lives, rather than decisions being made for them.
 

The provider listened to and understood people’s needs, views, and wishes. Staff responded promptly to people’s immediate needs and took appropriate action to minimise any discomfort, concern, or distress.
Personalised care plans were in place and included information about people’s methods of communication. For example, where a person used specific words or phrases to describe their needs, staff were aware of these and used this knowledge to support effective communication and respond quickly when required.
Staff knew people well and were able to recognise changes in their behaviour, mood, or presentation that may indicate distress allowing for early intervention. Incidents of distress were recorded and reviewed to help identify potential triggers and patterns. This enabled staff to provide timely support and take steps to prevent situations from escalating.
During the assessment we observed staff attending to people in a timely manner, for example when one person was beginning to show signs of distress, staff provided reassurance and utilised distractions techniques to support them. These techniques were effective and the person showed no further signs of distress.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff spoken with were happy with the support provided to them. One staff told us how the registered manager had changed their shift pattern to enable them to attend an important event. Another staff member told us they had been asked if they wanted to change their shift patterns to more suitable hours. One staff member we spoke with said, “If you need anything the registered manager will always try her best, obviously the [people] come first but if she can sort it, she will.”
All staff we spoke with told us they had regular supervision and met with their manager frequently. There was evidence of team meetings and opportunities for staff to provide feedback, raise any concerns and contribute to any improvements.