Archived: Regency Manor Care Home

Updated 3 January 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out on the first day by two inspectors, a pharmacist special advisor and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. On the second day of the inspection two inspectors attended, and on the third and final day one inspector and an assistant inspector completed the inspection.

Service and service type

Regency Manor Care Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care. CQC regulates both the premises and the care provided, and both were looked at during this inspection. This service did not provide nursing care.

The service had a manager registered with the Care Quality Commission. This means they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. However, they had recently left the service. An interim manager was acting up from their current post and was in the process of applying to become registered.

Notice of inspection

The first day of this inspection was unannounced. The second and third days of the inspection were announced.

What we did before the inspection

We reviewed information we had received about the service since our last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspections.

During the inspection

We spoke with seven people who used the service and 13 relatives about their experience of the care provided. We spoke with 25 staff including the director, the acting manager, the director of care and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with care givers, housekeeping staff, chefs, the facility manager and activity staff. We observed and listened to how staff interacted with people.

Because some people living in the home were living with dementia and were not able to tell us about their experiences we used the Short Observational Framework for Inspection (SOFI). SOFI is a specific method of observing care to help us understand the experience of people who could not talk with us.

We observed how people were supported and, to establish the quality of care people received we looked at records related to people’s care and support. This included three people’s care plans, care delivery records and multiple Medicine Administration Records (MAR). We also looked at records relating to the management of the service including: staffing rota’s, staff recruitment, supervision and training records, premises maintenance records, details of accidents and incidents, complaint and compliments, quality assurance records, training and staff meeting minutes and a range of the providers policies and procedures.

After the inspection

Immediately following the inspection two health professionals provided written feedback on the service and we spoke with a further relative to obtain their views on the service. We also reviewed training schedules the provider had sent us.

Updated 3 January 2020

About the service

Regency Manor Care Home is a purpose built residential care home. It can accommodate up to 69 people on six separate units in one building. Three units specialise in providing care to people who live with dementia at different stages. There were 62 people living or staying at the home at the time of the inspection. Nursing care is not provided at Regency Manor Care Home.

People’s experience of using the service and what we found

People told us they were happy and comfortable living at Regency Manor Care Home. Our observations showed people liked the staff, who knew them well and provided support and care with warmth, kindness, patience, respect and dignity.

During the inspection the provider made improvements to shortfalls identified regarding the recording and storage of medicines, staffing levels on one living unit and the management of complaints. The provider had reacted responsively and took immediate action to rectify the shortfalls found. They had also conducted further investigations and had identified areas where further improvement was needed such as, completion of staff supervisions, food and fluid monitoring, recording and specialised training.

Following improvements made during the inspection, medicines were managed, stored and administered safely. People were supported to take their medicines safely by staff who had received the appropriate levels of training.

We received positive feedback from relatives and health professionals about the service provided by the management team and staff. Staff understood how to identify and report abuse and felt well supported in their roles. There were regular staff meetings and they completed a variety of training courses to enable them to carry out their roles competently.

There was an open, honest and supportive culture within the home. There was a culture of learning from events and incidents in the home to drive a process of continual improvement and therefore improve the service for people.

Risks to people’s health, safety and well-being were assessed and management plans put in place to ensure risks were reduced as much as possible. People received person centred care from staff who knew them well and had developed kind, meaningful relationships with them.

People were supported by safely recruited staff. The provider had identified staffing levels needed increasing and had implemented additional staff during the inspection. Staff were appropriately trained and experienced to support people in ways that suited them. Communication styles and methods were tailored to individual people and staff supported people to understand the choices available to them.

People were supported to socialise and pursue their hobbies and interests and encouraged to maintain relationships to reduce their risk of social isolation. Care plans were individualised, detailed and up to date about people’s needs and preferences.

People were enabled to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service worked collaboratively with health care professionals to ensure people received the best care and support at all times. Staff were responsive to people’s changing support needs and adapted care and support according to their health needs.

Relatives and staff spoke positively of the acting manager and felt the service was well led. There were quality assurance systems in place to drive improvement and ensure the home offered a safe, effective, caring and responsive service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was outstanding (published February 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.