Regent House Nursing 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 requires improvement. At this assessment the rating has changed to 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 people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans reflected people’s needs and were up to date. Relatives told us they were involved in reviewing and developing people’s care plans. One told us, “I’ve seen the care plan and it does change if needed.” Another told us, “They asked what Mum was like in certain situations. She dressed well before she became poorly and she is always dressed well now.” We observed staff supporting people in the way they preferred. Staff knew how people liked to take their medicines, they described how people were supported to take their medicines in a specific way and how this supported people to remain healthy. People’s care plans contained details of their choices and preferences and who to involve when decisions needed to be made. We observed staff supporting people to make choices and respecting these by assisting people in their activities.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked with health and social care professionals to make sure people received the support they needed. When people went into hospital, staff went with them, as needed, and provided the information to support the person safely. On the day of the assessment, a member of the admin staff who was appropriately trained, assisted someone with a health appointment. Staff recognised when people’s needs changed and worked with other professionals to make sure people were referred for the appropriate support they needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service had appropriate signs and directions to enable people to move around the service safely. People were provided with information in the format they required. People’s communication needs were assessed before they moved into the service. This ensured that people received information in the appropriate format. Staff understood their responsibilities to keep people’s information confidential and people’s records to be accurate. The provider had policies in place in relation to storing and using information.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The provider had not sought the views of people and relatives since COVID-19. However, the provider assured us this is something they will be implementing as a matter of urgency and following our assessment we received evidence of this. Staff did involve people in decisions about their care and tell them what had changed as a result. Relatives told us that care staff and the nursing team were good listeners. One person had moved to the service quite quickly from hospital but a relative said, “My [relative] had quite a quick move which unsettled him, but the staff have listened to our concerns and together we have made his life a bit easier.” Another said [Loved one] wanted to go out into the garden on nice days and they (staff) were only too happy to do that.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were able to access all areas of the service and equipment, adjustments had been made for people with mobility needs. People were supported to access health appointments and health professionals attended the service when required. Staff referred people to health professionals when their needs changed. A heath professional told us staff were supportive and professional during assessments and followed the advice given.

Staff listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider had policies in place to promote equality and protect people against discrimination during their care. Staff understood their responsibility to promote equality and challenge discrimination people may experience. Care plans and assessments included reference to people’s protected characteristics and staff described how they supported people, for example, to access their religious or spiritual support.

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. People’s care plans included people’s wishes. Anticipatory plans and medication requirements were completed by the GP. This gave further information about people’s treatment at the end of their lives and what to do if any hospital admissions were needed. These plans were reviewed regularly. Staff were aware of people’s choices and had received training to support people at the end of their lives.