Regency Park

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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 ensured people were at the centre of their care. People were involved in planning their support and any changes were discussed with the person or relative before plans were changed.

Care plans were personalised with detailed information regarding what was important to them including routines and how best to support people. Relatives were involved in supporting with the development of care plans. One relative shared, “I've seen the care plan. They consult me a lot about it and consult me as to what to improve.”

Staff knew people well and demonstrated a good understanding of peoples likes, dislikes, life histories and preferred communication styles. For people who were unable to communicate verbally, staff were able to engage with them effectively utilising communication aids.
People’s rooms were personalised and arranged in line with their preferences. Some people enjoyed sensory activities, these were readily available. Each person had their own activity plan based on their choices and interests.
The service promoted person-centred care by encouraging people to take positive risks and work towards goals and outcomes. Although structured routines were in place, people were able to make choices about their day and were not required to follow their planned activities if they preferred not to.
We observed staff asking people what they wanted to do and where they wanted to go. Support was tailored to meet people's needs, preferences and wishes.
 

The provider understood the diverse health and care needs of people and ensured care was coordinated, flexible, and responsive. Partnership working with health and social care professionals helped ensure people received coordinated care, timely interventions, and opportunities to be involved in decisions about their support.

Regular multidisciplinary meetings were held involving the professionals supporting each person. These meetings helped ensure people’s needs were met and identified any changes needed to their care and support.
 

The provider supplied appropriate information in formats that were tailored to individual needs. Information was shared in an easy read format to ensure people living at the service had access to important information, this included their own care plans, feedback forms and how to make a complaint.

The provider made it easy for people to share feedback, express their views, and raise concerns or complaints about their care and support. Information was available in accessible formats, including easy-read documents with pictures.
Staff involved people in planning their care and support, using communication aids and personalised communication approaches where needed. Feedback was sought from people using accessible methods, and relatives were encouraged to share their views.
We reviewed feedback records and found positive comments from people, relatives, and professionals.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Where people experienced difficulties accessing healthcare appointments, staff used desensitisation techniques to reduce anxiety and build confidence. These included the use of social stories, drive-by visits to the appointment location and initial consultations conducted in the car park. Through this gradual and person-centred approach, people were supported to successfully attend appointments and access the healthcare they required.

One professional shared, “We are offered a room to meet where other people are not about to ensure confidentiality and a place where the young person can feel comfortable to talk openly. Staff offer to support the visit but only contribute once the young person has spoken and then to add details and feedback.”
 

Staff and leaders actively listened to and understood the individual needs of people who may be at risk of experiencing inequalities in their care and support.

Communication tools were tailored to meet people's specific needs. For example, one person used Picture Exchange Communication System (PECS) to support communication. PECS (Picture Exchange Communication System) is a communication tool that uses pictures and symbols to help people with communication difficulties express their needs, wants, and thoughts. Another person used individual words and phrases that were documented within their care records to help staff understand and respond to their needs effectively.

Staff knew people well and were able to recognise early signs of distress, enabling them to provide timely and appropriate support.

The complaints process was available in an accessible format, using pictures alongside simple wording, helping to ensure people were able to understand how to raise concerns and have their voices heard.
 

People were supported to plan for important life changes, giving them sufficient time to understand and make informed decisions about their future. This included identifying and working towards achievable goals that were meaningful to them.

When significant changes were anticipated, staff used personalised social stories to help people prepare for and understand what would happen. For example, when one person was due to leave college, staff developed a detailed storybook explaining the changes, what this would mean for them, and what opportunities and support would be available afterwards. This person-centred approach helped reduce anxiety and enabled the person to prepare for and plan their future with confidence.