Regency Care Home

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.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 made sure that care records showed that people were at the centre of their care and treatment choices.

Support plans were in place which reflected people’s personal preferences, life histories, likes, dislikes and the things which mattered to them and made them who they were. Clinical needs were also well documented.

The provider listened to and understood people’s needs, views and wishes. While people were not aware of their care records, they felt that staff listened to them and met their needs and respected their choices. A person told us that they had been asked what activities they liked and their food likes/dislikes when they arrived at the service. A relative said, “I talked with staff about [my family member]’s background – she gets what she needs and how she likes it.” Another relative said, “[Staff] know [my family member] better than me!”

A professional commented, ‘I have quite a lot of involvement with the team and what stands out the most to me is how person centred they are. They are very passionate about providing the support and care each and every resident needs. They have some very difficult residents to manage and meet the care needs of and they do this very well. When problems arise, they are eager to work with me to try and get the resident settled again, they will try everything they can to try and meet that individual’s needs. They think ‘outside the box’ to try and meet care needs, for example they had a gentleman who could not verbally communicate, he was becoming very agitated and aggressive and they were really struggling but they went through everything such as pain, environment, temperature (was he hot or cold) etc… and they later found it was due to him feeling hungry often. They now give him plenty of snacks between meals and he is now very contented.’

Care was coordinated and continuous. Care plans reflected support from relatives and other services.

Staff completed specific training with regards to the people using the service, including diabetes management.

Staff received appropriate induction to support the provision of care and rotas showed continuity of care. A person said, “I’m not bothered who I have really - there’s only a couple of male staff and they’re kind. It’s mostly familiar staff who look after me.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. An accessible information standard policy was in place.

Care plans provided guidance for staff on how to communicate with people including those with diverse needs.

People who used services and people who were important to them were listened to and involved in decisions about their care.

Complaints guidance was available to people who used the service and their families and an accessible information policy was in place. Complaints processes were in place. Complaints were responded to appropriately. A suggestion box was also available in the main reception area.

People said they felt able to raise concerns. A person said, “I would feel able to complain but have not had any worries since I’ve been here.” Another person said, “They tell me to say if I’m not satisfied with anything at all.” A relative said, “They sit and chat with the family. If there was an issue they would deal with it.” Another relative said, “Everything I want has been listened to and everything has been actioned.” No people who used services or relatives reported feeling unable to speak up.

Meetings took place for people who used services and relatives. Minutes were taken of the meetings and actions were completed in response to any suggestions. A monthly newsletter was produced. The annual survey for people and their relatives had been sent out; however, it did not appear to be in an accessible format for all people who used the service. The provider agreed to review this.

Everyone could access the care and support they needed. Care plans considered people’s needs and any adjustments that could be made to ensure they had equal access to services which included how their mobility and communication needs could be met.

Staff told us they were committed to ensuring everyone received equal and fair support and staff completed training in this area.

People experienced fair and equitable care.

Policies were in place and staff completed training in this area. Care plans evidenced how people’s disabilities were considered, where appropriate, and support provided, for example, with mobility or sensory support needs.

People were 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. An end-of-life care policy was in place.

Care plans were in place and were clear whether people wished to receive emergency care, however, they required further development to ensure they reflected people’s personalised wishes for care in the future. Staff did not receive any specialist end of life care training.

A relative commented positively regarding the care and support provided by staff for the family member who recently died at the home.

A professional commented, ‘I have recently supported [a person who used the service] at Regency Care Home, and it was a delight to have experienced such a positive and engaging approach. [Staff name], one of the senior carers, was excellent with the proactive support for [person who used the service] and also looking after [their] partner who was struggling with [their] loved one’s decline.’