Annual service review
Name of Service: The Regency The quality rating for this care home is: The rating was made on: two star good service 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?
Yes 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: Susan Taylor Date of this annual service review: 2 6 0 6 2 0 0 9 Annual Service Review Page 1 of 6 Information about the service
Address of service: Torrs Park The Regency Ilfracombe Devon EX34 8AZ 01271862369 01271863012 nmcarehomesltd@yahoo.co.uk Telephone number: Fax number: Email address: Provider web address:
Name of registered provider(s): Conditions of registration: Category(ies) : dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category Conditions of registration: Norma Martin Care Homes Limited Number of places (if applicable): Under 65 Over 65 0 0 0 20 20 20 The Regency is registered as a care home able to provide care accommodation for up to 20 service users in the categories OP Old Age (20), DE (E) Dementia over 65 (20) and MD (E) Mental Disorder over 65 (20). 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 The Regency is a care home providing accommodation and personal care for up to 20 people over the age of 65 years, who may have a diagnosis of dementia or mental disorder. The home is situated in the Devon seaside town of Ilfracombe. There is a short, steep walk from the High Street and local amenities. Accommodation is provided on four floors. A ramp provides access to one floor and passenger lift to the remaining
Annual Service Review Page 2 of 6 three. All the present accommodation is in single rooms. In July 2008, the range of fees was £322 to £380 per week. Additional charges are made for chiropody [£10], hairdressing [variable], newspapers, personal toiletries. People funded through the Local Authority have a financial assessment carried out in accordance with Fair Access to Care Services procedures. Local Authority or Primary Care Trust charges are determined by individual need and circumstances. General information about fees and fair terms of contracts can be accessed from the Office of Fair Trading web site at www.oft.gov.uk Information about the home is made available to all prospective service users and a copy of the most recent inspection report is available in the entrance hall. Annual Service Review Page 3 of 6 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.This included: a) The annual quality assurance assessment (AQAA) that was sent to us by the serviced. 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. b) Surveys returned to us by people using the service and from other people with an interest in the service. c) What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. d) The previous key inspection. e) What other people have told us about the service. What has this told us about the service? The home sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and gave us the information we asked for. We made a legal requirement about recruitment practices at the last key inspection. In the AQAA the provider has told that they now have a robust selection and recruitment process. Additionally, improvements that have been made as a result of listening to people has been to provide in house musical entertainment every week. In a survey we asked people to tell us what could be improved at the home and they wrote comments like more activities and more days out. Information sent to us by the provider tells us that they have assessed people to ensure that the activities offered are right for each person and as a result have been able to individualise this more for people living in the home. Additionally, musical entertainment is provided every week by a professional musician. Staff are described by people responding in a survey as being friendly and caring and make family feel welcome. The provider is also said to maintain a clean environment in which people live. People living in the home have given us mixed views with regard to the availability of staff. 40 percent of people responding felt that staff were sometimes and never available when they needed them. One person commented I would like to get up at a more regular time. We received comments from a relative who said that they were unhappy with how the home was being run. One comment was that there is an apparent understaffing and people have to wait long times before they get attention, and it is not unusual to wait Annual Service Review Page 4 of 6 10 minutes at the front door when visiting the home. Another person told us that peoples needs are not being met because staff are stretched and unable to monitor people properly. A healthcare professional told us that they only occasionally see the registered manager and are not confident that their messages about pressure area care are passed on to staff. They told us that staff have to be reminded about care instructions every time they visit particular individuals at the home. In a survey they verified that peoples social and health care needs are sometimes monitored, reviewed and met. As a result of this, we have some concerns about how the home is being managed in terms of staffing levels and how this is affecting outcomes for people living at The Regency. What are we going to do as a result of this annual service review? We will do a random inspection by 30th July 2009 to look at the issues raised in this review. This inspection could mean that we will bring our next key inspection forward. Annual Service Review Page 5 of 6 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:
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