Inspection on 15/03/10 for Regent Hotel

This inspection was carried out on 15th March 2010.

It is an annual review prepared by CQC after examining previous reports and information from the provider. At the time of this report, CQC judged the service to be Good.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Regent Hotel 04/03/09

Regent Hotel 07/03/07

Regent Hotel 04/01/06

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Extracts from inspection reports are licensed from CQC, this page was updated on 28/03/2010.

Annual service review Name of Service: Regent Hotel The quality rating for this care home is: The rating was made on: two star good service 0 4 0 3 2 0 0 9 A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this review a ‘key’ inspection We do an annual service review when there has been no key inspection of the service in the last 12 months. It does not involve a visit to the service but is a summary of new information given to us, or collected by us, since the last key inspection or annual service review.   Has this annual service review changed our opinion of the service?   No You should read the last key inspection report for this service to get a full picture of how well outcomes for the people using the service are being met. The date by which we will do a key inspection: Name of inspector: Beverly Hill Date of this annual service review: 0 8 0 2 2 0 1 0 Annual Service Review Page 1 of 7 Information about the service Address of service: 11 North Marine Drive Bridlington East Yorkshire YO15 2LT 01262673338 01262403607 Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : dementia old age, not falling within any other category Sandylane Ltd Number of places (if applicable): Under 65 Over 65 0 0 29 29 Have there been any changes in the ownership, management or the No service’s registration details in the last 12 months? If yes, what have they been: Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Regent Hotel is a large detached building situated on the front of Bridlingtons North Beach. It is part of a residential area away from the town centre. Local shops and amenities however, are only a short walk from the home. Limited parking is available behind the house. On-street parking is close by but because of the homes position on the seafront, there is a fee for this. The home is currently registered to provide accommodation and personal care for up to twenty-nine older people, some of whom may have dementia. Regent Hotel has mainly single bedrooms, the majority of which have ensuite facilities. Some of the en-suites have a bath or a shower. The home also has two assisted bathrooms. The home has a large communal room, which overlooks the bay. This is divided into a Annual Service Review Page 2 of 7 0 4 0 3 2 0 0 9 lounge area at one end and a dining area with a few easy chairs at the other end. A second dining room is currently being created to offer more space and choice for residents. There is a small garden area at the front of the home with seating and tables available. The weekly fees range between £362 and £450. There may be a top up fee dependent on the size of the bedrooms. Additional charges are made for optional extras such as hairdressing, chiropody and personal items like newspapers and specific toiletries. Information about the home can be found in the statement of purpose and service user guide located in the entrance. Annual Service Review Page 3 of 7 Service update since the last key inspection or annual service review: What did we do for this annual service review? We looked at all the information that we have received, or asked for, since the last key inspection or annual service review. This included: The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Surveys returned to us by people using the service and from other people with an interest in the service. Information we have about how the service has managed any complaints. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. The previous key inspection and the results of any other visits that we have made to the service in the last 12 months. Relevant information from other organisations. What other people have told us about the service. What has this told us about the service? We received the annual quality assurance assessment (AQAA) when we requested it. The AQAA was detailed and we obtained good information from it. We received six surveys from people that live in the home, some of which had been completed with the help of relatives or care staff members. We also received seven surveys from staff members. People told us they were happy with the care they received and that staff were usually available and listened and acted on what they had to say. One person did state that staff only listened, sometimes and another left this section blank. Comments about the staff were, they are caring people and they do their best at all times, medicines are always given on time, the home looks after you very well, and management and carers do their job extremely well. Staff commented in surveys that they enjoyed working at the home and provide, good quality care. All seven staff surveys stated there was, usually sufficient staff on duty and when asked what the home could do better, three surveys stated, more staff. This seemed to be in relation to staff wanting to provide more quality one to one time with residents. See below. One staff member did state that the meals could be improved and this was echoed in the surveys received from residents. One person said they liked the meals, always, Annual Service Review Page 4 of 7 one said, usually and four said this was, sometimes. The homes AQAA, which was completed in November 2009 stated, After a trial period of cooking meals at our sister home, the residents felt that the standard of food had changed and therefore after listening to our service users we changed back to cooking at The Regent, this has proved to be a success. However, the comments in recent surveys told us that the home had not got the meal provision quite right for everyone. One resident said, limited choice at tea-time. The survey results needs to be checked out and addressed. People also said that they would like to have more activities and outings. One person said there was enough to do, always, three people said this was only, sometimes and one person said there was never anything to do for them. Another person stated, dont know to the question on activities. When asked how the home could improve one person stated, activities like bingo and another said, there is nothing to do. Staff had also stated in surveys that more entertainment and outings would be beneficial for the residents but one to one time with residents was restricted by staffing numbers. When asked about improvements in the last twelve months, the homes AQAA stated, we have had a change of entertainment officer who brings in new ideas, games and quizzes. We continue to get a variety of books from the mobile library for the service users to choose from. The results of the surveys sent to us were passed on to the manager to check out and address. Staff told us that they received the training required for their role and they were kept up to date with information about the needs of residents. They all stated they had supervision, regularly or often and felt supported by the manager. Comments were, its a lovely atmosphere, we work together as a team and we promote a friendly environment. The AQAA told us that ten of the eighteen care staff had completed a National Vocational Qualification (NVQ) in care at level 2 or 3. This equated to 55 of care staff trained to this level and exceeded the national minimum standard. These figures show that the home is committed to developing and training staff. Residents told us the home was clean and fresh either, always or usually and one person described The Regent as, homely and comfortable. One resident did comment that they would like more toilets downstairs and some staff stated that the decor could be improved in places. The AQAA told us that in the last twelve months the nurse call system has been completely renewed and a new security system fitted to the front door. Plans for the next twelve months are to, keep up our continuous maintenance programme decorating/repairing etc. ensuring high standards are met with minimum disruption to the service user. We had received one complaint about the home since the last inspection. This was investigated by the provider with no further action required. The AQAA told us the home had received seven complaints, all of which were investigated and resolved. This told us the home provided an atmosphere were people felt able to complain and that complaints were looked into and resolved quickly. All six residents stated in surveys that they knew who to speak with if they were unhappy about anything. Three residents were not sure how to make a formal complaint so this could be mentioned at the next residents meeting. The registered manager generally tells us about important things that happen in the home. This enables us to monitor things and check out how incidents are managed. However, the home received a complaint that, when the proprietor become aware of it, Annual Service Review Page 5 of 7 they referred it to the local authority to investigate under safeguarding of adults procedures. The Care Quality Commission should have been informed about this at the time of the complaint, however, this had been overlooked and the proprietor has dealt with it correctly now. The complaint is still being investigated. There had been one previous safeguarding alert referred to the local authority regarding the actions of a staff member during their support for a resident. This was investigated with no further action required. What are we going to do as a result of this annual service review? We think the quality rating of the home may have stayed the same since the last key inspection but we will continue to monitor the home. We will do a key inspection by 4th March 2011 to review our assessment of the home. We contacted the home to let the manager know about the comments we received in surveys. We were told that the manager is not available at the moment but alternative management arrangements have been put in place. The deputy manager told us that measures have already been put in place to increase activities for people. She is to complete a questionnaire to check out residents views about current activities and meal provision. Annual Service Review Page 6 of 7 Reader Information Document Purpose: Author: Audience: Further copies from: Annual service review CQC General Public 0870 240 7535 (national contact centre) Our duty to regulate social care services is set out in the Care Standards Act 2000. The content of which can be found on our website. Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a copy of the findings in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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