Regents Court 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 service met people's needs. We assessed a total of 5 quality statements from this key question. We have combined the scores for these areas with scores based on the rating from the last inspection, which was requires improvement. At this assessment improvements were found, this key question has now changed to good. This meant people's needs were met through good organisation and delivery. People's care was delivered in a timely way, with any changes in care being communicated clearly to the staff team. People were supported to maintain contact with people who were important to them. People engaged in activities that were individualised to them. People had access to information about how to raise a complaint. Where complaints had been raised these had been responded to in line with the provider's policy. People's end of life care needs were met in line with their preferences in a respectful and dignified way.

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.

People and relatives told us they were happy with the service they received. One person told us, “I like it here, I’m very well looked after, the staff are my friends.” They told us how they had been out shopping to buy themselves new clothes and had really enjoyed this trip out. While a relative told us, “[Person’s name] health has improved, they now come out of their room and join in with the social activities, [they] seem really happy there.”

Staff told us they knew people well and had access to all the information they needed to provide support to people.

We saw staff provided support which was in line with people’s preferences. For example, in one communal room people were listening to Elvis Presley. People were singing and tapping their feet to the music while reminiscing with staff about when they were younger and would go out dancing.

People now had access to receive joined up and flexible care with local facilities. Relatives felt the support which had been sought for their family member had meant their health and well-being had improved. All relatives we spoke with felt their family members health had improved over the last 12 months.

Staff told us they were supported to make contact with external health and social care professionals, which made them feel more empowered to support people in the right way. The registered manager told us they were working closely with other professionals to ensure a co-ordinated approach was taken in relation to people’s healthcare needs.

A visiting professional told us staff were “extremely helpful and caring towards people.” They also felt that communication had improved and staff would contact them to discuss any concerns, queries or worries they may have, which they found reassuring.

The management team had made good links with the local mental health team, palliative care team, social workers and community nurses to support people with access to care.

People's communication needs were now understood and supported. People's information and communication needs had been explored with them, recorded and communicated to staff to promote effective communication. Relatives experience of receiving information had also been improved. Relatives told us that where appropriate they were kept informed of their family members health and wellbeing.

The registered manager told us they were able to provide information in various formats. Staff knew how to support people with a visual impairment and how to communicate effectively with people. The registered manager had also explored different ways to communicate with a person whose first language was not English, for example with a translator.

The provider offered information such as care plans in alternative accessible formats to ensure people, including those living with dementia, had information they could access and understand. The registered manager was also utilising the new electronic care record system, to provide access to relatives, where this was in line with the person’s consent and/or in their best interest. They told us this meant relatives were able to keep up to date with important information.

The registered manager held meetings for people who lived in the home and their relatives. One relative told us, “We now have relatives’ meetings which we didn’t have before and [registered managers name] is very honest and transparent.” While another relative said, “We are all on first name terms and [registered managers name] will take action if I raise any issues. She often asks me if there is anything they can do to improve or make [person living at the home] life more enjoyable.” The registered manager also supported people to use an advocacy service where this was identified as required, to ensure people had full opportunity to be listened to.

Staff told us they had regular meetings and had the opportunity to feedback any concerns or queries at any time. They said the registered manager was approachable, listened and acted upon their concerns.

Systems were in place to gain feedback from people and relatives. The registered manager carried out surveys with people and relatives, which on the whole reported positive feedback in terms of the care provision. There were regular meetings held for staff to share their views and experiences and for the registered manager to cascade information about things happening in the service. There was a complaints policy in place.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and relatives told us they were supported to access the healthcare they needed such as visits from the GP practice, nurses, opticians and dentists. People told us they felt involved and listened to at the service. One relative told us how their family member’s health condition was well managed between the staff and the external health care professional, which overall had a positive impact on their wellbeing.

Staff confirmed they had completed training in equality and diversity. Staff were aware of the protected characteristics under the Equality Act. Acknowledging diversity and valuing differences. Staff told us they felt well supported by their colleagues and the registered manager. Staff were happy in their role which created a pleasant atmosphere at the service, impacting on the support people received. Staff spoken with confirmed they had not witnessed or experienced any occasions whereby they had felt any of the people using the service were discriminated against, or they had witnessed people not having their basic human rights met. For example, when people received healthcare support from healthcare professionals and services.

Staff discussed with people and their relatives and/or advocates what their end-of-life wishes were. Where people wanted plans in place, care plans had been written in line with the person’s individual wishes. The detailed care plans meant staff had the guidance they needed to promote good, person centred care for people at this key stage of their lives.

Staff had received end of life care training. They also confirmed they had good support from external health care professionals when this was needed.

The registered manager had systems in place, to ensure people had access to the right care and treatment at the time they needed this, so people would receive a dignified death.