Regency Hall

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 requires improvement. This meant people’s needs were not always met.

This service scored 57 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care records did not always contain sufficient person-centred details to support staff in meeting their needs, such as guidance on supporting people’s emotional well-being. Whilst people and relatives confirmed they were involved in their care planning; some relatives told us their requests to include information within care plans had not always been listened to.

However, most people and relatives felt staff knew them well and understood their ‘good days’ and ‘bad days.’ Feedback included, “They know [person] well and they know their likes and dislikes.” And “I think they will get to know [person] more as [person] will chat with them.”

The provider understood the needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider worked with relevant agencies to ensure people were supported in the right setting, with appropriate funding, support and equipment. For example, when people’s needs changed and it was felt the service was no longer the most appropriate placement. This included support to return to a more independent placement.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were suitably assessed and guided staff on how to adapt their communication.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Whilst some systems were in place to support people, relatives and staff in feeding back into the running of the service, not everybody we spoke with were aware of these. There had been no recent questionnaires or surveys to obtain feedback from people and relatives. The last resident meeting had been held in April 2025, and it was not always clear how the feedback had been used to drive improvements. Not everyone we spoke with felt concerns had been fully listened to or acted upon. We discussed this with the provider who advised they are improving the documentation of relative interactions, to help demonstrate how feedback was being used.

However, the provider had a clear complaints policy in place. Relatives confirmed they knew how to raise concerns if needed and some felt satisfied with how these had been handled.

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it. This was because we observed some people without access to some equipment and aids needed to support safe care. This included, hearing aids, call bells and day to day toiletries. One relative shared, “[Person] lost the top dentures, bottom teeth only and they can eat some things. [Person] asks them if they have put dentures in the pot. I don’t know if they have.” And “[Person] keeps losing their dentures, and hearing aids. They do turn up.” Most relatives confirmed people had specialist aids and equipment to support with moving and handling, falls prevention and pressure care.

Some actions were included within the provider’s refurbishment plan to improve accessibility, including additional signage and clearance of paths and outdoor spaces.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. For example, where relatives had identified additional support was needed at mealtimes, care plans had not been updated to reflect this and therefore staff had not provided this support. During our inspection, the use of adaptive equipment such as plate guards were not consistently used. Had these have been used for some people, this would have impacted positively on their experience.

Some relatives told us they had raised that improvements were required to ensure equity in people’s experiences and outcomes. One relative told us they had noticed their loved one was struggling at mealtimes with cutlery, another said “I don’t think the staff know a huge amount about dementia. When offered choices of food, it is hard for them to hear what they are saying and then also make decisions. I have had to spell out to some of the carers that it is dementia when they struggle to decide.” The registered manager informed us staff had been booked to attend virtual dementia training, which would support staff in understanding and empathising with the experiences of people living with dementia.

People were not always 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. End of life care plans did not provide person centred details on how people wished to be cared for at the end of their lives. For example, one person’s end of life care plan stated staff would support a person to have a ‘good death’ but provided no specific guidance or details on how this would be achieved. This placed people at risk of dying without dignity or ensuring their needs and wishes for end-of-life care were carried out.

However, relevant professionals were involved to seek advice and support with medicines when people were in the end stages of their lives. One relative shared their experience in how their loved one was supported after experiencing a loss, telling us “Things were difficult. The compassion towards [person and family] was superlative. I will never forget it.”