• Care Home
  • Care home

Regents View Care Home

Overall: Requires improvement read more about inspection ratings

Francis Way, Hetton-le-Hole, Houghton Le Spring, Tyne and Wear, DH5 9EQ (0191) 526 6776

Provided and run by:
Tamaris Healthcare (England) Limited

All Inspections

14 November 2023

During an inspection looking at part of the service

About the service

Regents View Care Home is a residential care home providing personal and nursing care for up to 50 people. At the time of our inspection there were 48 people using the service.

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

There were not enough staff on duty to meet people’s needs. The provider had not ensured risks to people had been assessed, monitored and managed. Recruitment processes had not been safely managed.

The provider's fire risk assessment was over 12 months old and although action was taken to address this after the inspection, the provide'rs own quality assurance systems had not identified this.

The home required refurbishment. Many areas of paintwork, flooring and furniture were worn. Curtains and blinds were missing from windows. The manager sent us a refurbishment plan after the inspection detailing the refurbishment to be carried out and timescale for completion.

Some quality monitoring systems were ineffective as they did not identify the areas of concern we found during this inspection.

Most people and relatives said they felt safe at the service and staff were kind and caring. However, some relatives did raise concern about some staff ignoring people or being rude.

People received support with their medicines and there were measures in place to prevent the spread of infections.

Accidents and incidents were well managed, with procedures in place to learn from these.

The provider had an open, transparent culture. People and staff all had opportunities to provide feedback about the service which was used to drive continuous improvement. Staff enjoyed their jobs and were all keen to deliver high-quality care. The manager and staff worked alongside other professionals to help ensure people received effective care and support.

People were supported 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.

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 good (published 11 July 2023).

Why we inspected

The inspection was prompted in part due to concerns received about the overall management of the service, limited activities, and the safety of care of people who use the service. A decision was made for us to inspect and examine those risks. We undertook a focused inspection to review the key questions of safe and well-led only.

We looked at infection prevention and control measures under the safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection. Please see the full report for further details.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Regents View Care Home on our website at www.cqc.org.uk

Enforcement

We have identified breaches in relation to safe care and treatment and the provider's oversight and management of the service.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

24 May 2023

During an inspection looking at part of the service

About the service

Regents View Care Home is a residential care home providing personal and nursing care to up to 50 people. The service provides support to older people, some of whom were living with dementia. At the time of our inspection there were 50 people using the service.

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

Care plans described how to manage potential risks, however there were no specific risk assessments. The registered manager acted immediately to implement these.

People and relatives gave positive feedback about the care provided at Regents View Care Home.

Staff knew how to identify and report safeguarding concerns. Previous safeguarding concerns had been referred to the local authority and investigated. Management investigated incidents and accidents and acted to help prevent future occurrences. The home was clean and tidy throughout. There were enough staff to meet people’s needs and new staff were recruited safely. Medicines were administered safely.

Staff were well supported and received the training they needed. Staff supported people to have enough to eat and drink and to access healthcare services, when required.

People were supported 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 provider had a structured approach to quality assurance, which had been effective in identifying areas for improvement. People, relatives and staff had good opportunities to provide feedback. The registered manager and staff team had positive relationships with external stakeholders and professionals.

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 good (published 23 November 2017).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Regents View Care Home on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

25 January 2022

During an inspection looking at part of the service

Regents View is a care home providing nursing, accommodation and personal care for up to 50 older people. There were 46 people using the service at the time of our inspection. Accommodation is provided over two floors and consists of single bedrooms with en-suite facilities.

We found the following examples of good practice.

The home had comprehensive policies and procedures to manage any risks associated with the COVID-19 pandemic. This included the management of people with a COVID-19 positive diagnosis. The policies and procedures were updated regularly following any changes in national guidance.

People living in the home and their relatives were supported to maintain contact. When visitors were unable to access the home, for example if they tested positive for COVID-19 technology such as online visiting was utilised.

A programme of regular COVID-19 testing for both people in the home, staff, essential carers and visitors to the home was implemented. All visitors, including professionals were subject to a range of screening procedures, including showing evidence of vaccination and a negative lateral flow test before entry into the home was allowed.

There was an ample supply of PPE for staff and any visitors to use. Hand sanitiser was readily available throughout the service. Staff had received updated training on the use of PPE and we observed staff wearing it correctly during out inspection. Clear signage and information was in place throughout the home to remind staff of their responsibilities.

Daily cleaning schedules were implemented by housekeepers and all staff were involved in undertaking touch point cleaning.

10 October 2017

During a routine inspection

The inspection took place on 10 and 11 October 2017 and was unannounced. This meant the provider or staff did not know about our inspection visit.

We previously inspected Regents View Care Home in October 2015, at which time the service was compliant with all regulatory standards and was rated Good. At this inspection the service remained Good.

Regents View is a care home in Hetton-le-Hole, Sunderland, providing nursing, accommodation and personal care for up to 50 older people. There were 40 people using the service at the time of our inspection, the majority of whom were living with dementia. This included a male-only area of the home, where there were currently eight people using the service.

The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected by staff who understood specific risk assessments and care plans. Risks were reviewed and acted on with the input of external professionals where appropriate.

People and their relatives told us there were ample staff. The registered manager and some staff acknowledged the workload could be particularly challenging when there were unexpected staff absences and they were recruiting more staff in an attempt to reduce this likelihood and impact.

Staff demonstrated a good awareness of safeguarding principles and had received refresher training on the subject, as well as recent moving and handling refresher training.

The management, administration, storage and disposal of medicines was in line with the National Institute for Health and Care Excellence [NICE] guidelines.

The laundry used a ‘dirty in clean out’ two door system and was in good order. We found the home to be clean and well maintained.

Pre-employment checks were made to reduce the likelihood of employing people who were unsuitable to work with potentially vulnerable people.

Breakaway training, in order to equip staff with the skills to safely remove themselves from a physical altercation, had yet to be delivered. All other mandatory training was in place and monitored regularly. This included health and safety, fire safety, infection control, mental capacity, food hygiene and dementia awareness.

Kitchen staff demonstrated a strong awareness of people’s dietary requirements and preferences. Mealtime experiences were varied and sometimes people had to wait for their meals.

The registered manager was meeting the requirements of the Deprivation of Liberty Safeguards (DoLS). They had a good understanding of the Mental Capacity Act 2005 and best interest decision making, when people were unable to make decisions themselves. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

There were some dementia-friendly aspects to the environment, for instance wide, bright corridors with contrasting walls, tactile murals on walls. Other areas, particularly the male-only area, required refurbishing with people’s needs in mind.

Staff received consistent support through supervision and appraisal meetings, as well as staff meetings.

People who used the service, relatives and external professionals agreed staff were caring in their approach to people and we observed evidence of this during our inspection. People were treated with dignity and respect.

Care plans contained sufficient person-centred information and staff had a good knowledge of people’s needs, likes and dislikes.

The service had a full time activities co-ordinator. Weekly activities and outings were planned although more could be done to ensure people in the male-only area of the home had access to a range of activities meaningful to them.

People’s changing healthcare needs were reviewed and external advice and support was sought and acted on regularly.

There were a range of checks and quality assurance processes in place to review the systems in place and outcomes for people. The registered manager took a lead on this auditing work and was supported by the area manager. They made appropriate notifications to CQC and liaised with external stakeholders to source training and other opportunities.

Relatives we spoke with, staff and external professionals were positive about the approachability and effectiveness of the registered manager. We found the culture to be a hard-working one, which focussed on people feeling secure and well cared for.

12 and 13 August 2015

During a routine inspection

This inspection took place over two days. The first visit on 12 August 2015 was unannounced which meant the provider and staff did not know we were coming. Another visit was made on 13 August 2015.

Regents View Care home provides nursing and personal care for older people some of whom have dementia care needs. The home is registered for 50 places but there are only 48 bedrooms following the conversion of two rooms for storage. Since last inspection the provider had created a separate nine-place unit for gentlemen on the ground floor. All bedrooms in the home are single occupancy and have en-suite facilities. The home has two floors of accommodation which are served by a passenger lift. At the time of this inspection there were 39 people using the service.

The home had a new registered manager since June 2015. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At the last inspection of this care home, which was carried out on 2 and 3 December 2014, we found the provider had breached three regulations. These related to: premises shortfalls such as a poor standard of bathrooms; inadequate cleanliness of the building; and lack of staff supervision.

After the inspection on 2 and 3 December 2014 the provider wrote to us to say what they would do to meet legal requirements.

During this inspection visit we found that work had been carried out to address the premises issues, the cleanliness to the building had improved and staff had received some supervision. This meant the provider had met the assurances they had given in their action plan and were no longer in breach of the regulations.

People were positive about the service they received. People and their relatives felt the care service was safe. Staff attended to people quickly and there were enough staff to support people with their necessary care needs. However relatives and staff felt more staff were needed to provide therapeutic care for people. Also, staffing could be arranged more effectively to meet people needs at key times of the day.

Staff were clear about how to recognise and report any suspicions of abuse. Staff told us they were confident that any concerns would be listened to and investigated to make sure people were protected. The provider made sure only suitable staff were employed. People were assisted with their medicines in the right way.

People, relatives and healthcare professionals felt staff were competent to meet people’s needs. Staff had the relevant training and support to care for people in the right way. Staff understood the Mental Capacity Act 2005 for people who lacked capacity to make a decision. People’s safety was protected without compromising their rights to lead an independent lifestyle.

Any changes in people’s health needs were referred to the relevant health care services. Health care professionals said the service acted on advice and guidance, and responded to any changes in people’s well-being. People felt the quality and choices of meals was good. They were supported to eat and drink enough, and this was monitored if people were at risk of losing weight.

People and relatives felt staff were caring and kind. One person told us, “I have some canny conversations with the staff. They are very friendly.” Another person commented, “They are kind.” One person said, “They will bring you anything you want.”

People were encouraged to make their own decisions and choices wherever they could. There was a sociable atmosphere in the home and there were warm and friendly interactions between people and staff. There were opportunities for people to join in activities, events and trips out.

Staff understood what was important to each person and were familiar with their preferences. Records about people’s care needs were up to date and reflected the support each person needed.

People had information about how to make a complaint or comment and these were acted upon. People, family members and staff felt they could approach the registered manager at any time and said she was “supportive”. The provider's system for checking the quality and safety of the service was used effectively at this home.

2 and 3 December 2014

During a routine inspection

Regents View Care Home provides nursing and personal care for older people some of whom have dementia care needs. The home is registered for 50 places but there are only 48 bedrooms following the conversion of two rooms for storage. The home is located in Hetton-le-Hole close to shops, amenities and public transport. All bedrooms are single occupancy and have en-suite facilities. The home has two floors of accommodation which are served by a passenger lift. At the time of this inspection there were 45 people using the service.

This inspection took place over two days. The first visit on 2 December 2014 was unannounced which meant the provider and staff did not know we were coming. Another visit was made on 3 December 2014.

The last inspection of this home was carried out on 30 July 2013. The service met the regulations we inspected against at that time.

The home’s registered manager had recently resigned. At the time of this inspection a peripatetic manager was temporarily covering the manager’s post until a new manager could be appointed. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Some parts of the premises were not been well maintained. Bathrooms and toilets were in a poor state of decoration, armchair covers were torn and flooring was marked and stained in some areas. Some areas of the premises were not kept clean. This compromised the control of infection as well as the dignity of the people who lived there. Over the past year staff had had very few opportunities for supervision meetings with a supervisor. This meant they had not had sufficient support in the development of their role.

People and their relatives were positive about the service. People said they felt safe and comfortable at the home. Staff were clear about how to recognise and report any suspicions of abuse. Staff told us they were confident that any concerns would be listened to and investigated to make sure people were protected. Potential risks to people’s safety were assessed and managed. People’s medicines were managed in a safe way.

There were enough staff to meet people’s basic care needs. The use of agency staff had reduced, so people were cared for by familiar staff. The provider recognised that more staff were needed to provide therapeutic care for people and these posts were advertised. Staff were recruited in a safe way so that only suitable staff were employed. Staff received the training they needed to be competent in their roles.

Staff understood the Mental Capacity Act 2005 for people who lacked capacity to make a decision and deprivation of liberty safeguards to make sure they were not restricted unnecessarily. People’s safety was protected without compromising their rights to lead an independent lifestyle.

People who used the service and their relatives told us they felt well cared for in the home. People were supported to eat and drink enough to meet their nutrition and hydration needs. Any changes in people’s health were referred to the relevant health care agencies. The health care professionals we spoke with felt the home responded in the right way to any changes in people’s needs.

People were treated with respect and dignity. People, relatives and visitors described the staff as “caring and compassionate”, “angels” and “kind”. There was a warm, friendly atmosphere in the home and there were positive interactions between staff and the people who lived there.

People and their relatives were asked for their views about the home at meetings and these were now being used to improve the service. People had information about how to make a complaint or comment and these were acted upon. People, family members and staff felt they could approach the peripatetic manager at any time and said she was “helpful” and “supportive”.

The provider had a quality assurance programme to check the quality of the service. However shortfalls that had been identified by the quality checks, such as the poor state to bathrooms, had not always been acted upon.

You can see what action we told the provider to take at the back of the full version of the report.

24 April 2013

During a routine inspection

Due to the physical and mental health needs of the people living at the home it was not possible to obtain some people's views. However we used a number of different methods to help us understand the experiences of the people using the service including Short Observational Framework for Inspection (SOFI) exercise. SOFI is designed to be used when inspecting services for people who had some difficulty in communicating their opinions on the services they receive.

We spoke to one person who told us they were 'happy'. We spoke to two relatives. One told us they thought the care home was 'fantastic' the staff always kept them informed and the food was good. The other person said their relative was 'very settled' in the care home and the staff treated them with dignity and respect and also they knew their needs well. Both people we spoke with confirmed that they thought their relatives were safe.

We found people's privacy, dignity and independence were respected and people experienced care, treatment and support that met their needs and protected their rights. People who use the service were protected from the risk of abuse and people were cared for by suitably qualified, skilled and experienced staff. The provider had an effective system to regularly assess and monitor the quality of service that people receive.

17 April 2012

During a routine inspection

The people who used the service and their relatives told us about their experiences when they were planning to come and live at Regents View Care Home. People we spoke with told us they were involved in the decision to come and live at Regents View, and they contributed to the assessments that were carried out by the home and also by the social workers.

People's comments included, 'I was asked to give consent for my relative's photos to be taken which I thought was a nice thing for the staff to do. It meant they respect me and my relative'; 'I have no concerns about the care I get here', 'I have been visiting this home for a long time and I know it to be a good home and that is why we chose the home'; 'I made the choice of coming to live here'.

Families told us the staff kept them informed about the state of health and wellbeing of their relatives other comments included, 'The staff let me know when they call the doctor out', 'We are always informed about X's condition and staff let us know if X is not well', 'I am happy with the care here, the girls are caring and good with the residents', 'You can't fault the care here'.