Regency Care Home

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.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (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 treated people with kindness, empathy and compassion and respected their privacy. However, we observed one instance where a person’s dignity was not supported. The provider took action when this was brought to their attention.

People and their relatives told us that staff were kind and caring. A person said, “I put my hand on my heart. They are very good. If I go back home, I’ll get emotional, they’ve been that good.” Another person said, “They’re very good, kind and considerate.” A relative said, “They are caring, respectful and friendly.” We observed staff supporting people in a kind and caring way throughout the assessment.

Policies were in place to provide guidance on treating people with dignity and ensuring privacy was protected. People told us that their privacy was protected. A person said, “They always shut my door and curtains when I’m being washed.” Another person said, “They keep me private when they need to. I like my door open otherwise so I can see what’s going on.”

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. However, feedback regarding laundry was negative and did not demonstrate that people’s individual needs were respected at all times.

Several relatives told us of issues with the clothing laundry service, with family member’s own clothes not always being returned or items misplaced or seen worn on other people. A relative said, “One thing that drives me mad is the laundry. My [family member] wears clothes that don’t belong to her, and other people are wearing [my family member]’s clothes. I’ve bought her clothes, and they’ve gone missing.” Another relative said, “The laundry can get mixed up - she’s always wearing things that don’t belong to her.” We observed staff attempting to work out who laundry belonging to and this took time which meant that people’s needs were not always responded to promptly.

We also observed that laundry was not always put away tidily into people’s wardrobes. A relative said, “Only annoyance, is clothes being stuffed in wardrobes and chests of drawers – I have raised as an issue but it’s still happening.” We raised this with the manager and additional checks have been put in place to ensure this issue is addressed.

People’s individuality and preferences were respected. Staff knew people well and their likes and dislikes. We observed this at lunchtime.

Staff told us that support plans provided clear information of people’s individualised support needs. Support plans contained information on people’s likes and dislikes and preferences. This included information about people’s life history.

People were supported to retain independence. A person who used services said, “They like me to do what I can for myself but I need someone with me now to help me stand and walk.” Another person said, “I can manage quite a bit myself and they’re happy for me to be independent and just ask for help if I’m ever stuck.”

People were encouraged to make choices and these were respected by staff. A person said, “It’s quite up to me when I’m ready to have my lights off or wake up. I’m more comfy in bed but will occasionally sit in my chair.” Another person said, “It’s up to me when I get up and can dress myself. I tend to spend the day in the lounge for something to do. Meals and drinks we can have a choice.” A third person said, “I sort myself out mostly and it’s up to me what I wear and if I want to linger in bed or go in the lounge.”

People told us that they had regular activities. A person said, “The activities lead is brilliant. We have singers, and do things on special days, like a Valentine’s meal. For Mother’s Day everyone got a present. In the newsletter they tell us if anyone has a birthday so we can send a card, so they get lots of cards. We had a Christmas raffle, and cheese and wine.” Another person said, “We have singers and magicians and things like that. I keep my door open so I can hear any music or singers. Church people come in every so often and do communion with me.”

We saw a range of activities had taken place, though access to a secure garden area was limited. The provider told us that they would be improving the garden area so that people could have improved access. There were also plans to improve activity staff capacity as more people used the service.

People were able to visit the home. A person said, “My family can drop in on me whenever they want.” A relative said, “There are no set visiting hours.”

Staff responded to people’s needs to minimise any discomfort, concern or distress, however, we observed two incidents where people’s requests were not responded to promptly. While two staff were discussing laundry, two people made requests. One to go outside, one to go to bed. Although care staff said they would find someone to help them, neither person was supported promptly with their request.

People felt that their needs were responded to promptly. A person said, “They come as quick as they can and it’s not long.” Another person said, “They come fairly quickly. I’ve never had a long wait.” We observed call bells being responded to fairly promptly during the assessment, however, the provider’s call bell audit showed some delayed response to call bells.

Support plans were in place to provide guidance for staff on how to respond promptly and effectively to people in distress, however, these could be further developed and staff did not receive training on supporting people in distress. A relative said, “They’re patient with her and give her reassurance when she has a wobble and gets tearful.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff told us they had good relationships with the registered manager and that staff worked well together. A staff member told us that, “It’s a nice home, no issues. The environment is nice and there is good communication.” Another staff member said, “There are good relationships between staff. It’s a nice place to work.”

Supervisions and team meetings provided opportunities for staff to raise any wellbeing concerns. Policies were in place to support staff wellbeing.