Care Home: Regent House

What the care home does well Regent House provides a service that values the individuality of people who live there. Interactions between staff and people in the home are good. The registered manager, Joan Owens, demonstrates a commitment to delivering a high quality service. There is an established staff team who work well together and who have a high regard for the people living in Regent house. One member of staff who completed a survey said, "It`s a home from home. We are one big family who all pull together and are here for everyone. It`s lovely" and another said, "This is a lovely home and everyone is well looked after. You will never find another home like this". Regent House provides a comfortable, homely environment for people; it provides a good standard of furnishings and bedrooms that are decorated to reflect individual tastes. People living in the home said, "I think its very civilised here" and "I am happy here otherwise I would not stay". A member of staff said, "This is a well run, caring home with a family atmosphere". The personal and healthcare needs of people living in the home are met and relevant healthcare professionals are consulted where appropriate. A healthcare professional who completed a survey said, "If all the homes I go to were as good as Regent, care in the area would be much improved". The menu in Regent House provides people with a well-balanced and varied diet. Staff provide good home cooked food that is enjoyed by people living there. What has improved since the last inspection? There have been improvements to the environment as part of the home`s ongoing programme of maintenance, repairs and renewals. There has been re-decoration and renovation in the back lounge, some of the bedrooms have been redecorated and two of the windows have been replaced. Since the last inspection there have been improvements in developing and recording of care plans. The care plans are written in a person centred manner and contain sufficient detail to ensure that people living in Regent House receive care in the way that they need and want. What the care home could do better: There is evidence that the management team seek the views of people using the service, staff and other health and social care professionals. However, the Quality Assurance process needs to be developed further so that information obtained from this process may be collated into a report that forms the basis of a development plan for the home. CARE HOME ADULTS 18-65 Regent House 28/30 Wellesley Road Clacton On Sea Essex CO15 3PP Lead Inspector Ray Finney Unannounced Inspection 3rd July 2008 09:45 Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Regent House Address 28/30 Wellesley Road Clacton On Sea Essex CO15 3PP 01255 421122 01255 431165 regent.house@btopenworld.com Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Beatrice Owens Miss Suzanne Owens Mrs Joan Owens Care Home 23 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (23) of places Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 23rd May 2007 Brief Description of the Service: Regent House is an established care home for people with mental health conditions whose prime needs are for emotional support and care. It is a three storey, detached property close to the town centre of Clacton-on-Sea. Some parking is available to the front of the property and there is a pay-and-display car park a few minutes walk from the home. Parking in the road outside the home is restricted to one hour. Accommodation is mostly in single rooms, although there is one double room should anyone choose to share. Communal areas include a choice of two lounges and a dining room. There is a small courtyard style garden to the rear of the property. The home charges between £248.00 and £550.00 a week for the service they provide. This information was given to us in July 2008. Information about the home can be obtained by contacting the manager. Inspection reports are available from the home and from the CSCI website www.csci.org.uk Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. A range of evidence was looked at when compiling this report. Documentary evidence was examined, such as menus, staff rotas, care plans and staff files. Completed surveys were received from members of staff, people living in the home and a healthcare professional. The manager completed an Annual Quality Assurance Assessment (AQAA) with information about the home. This document will be referred to as the AQAA throughout the report. An unannounced visit to the home took place on 3rd July 2008. The visit included a tour of the premises, discussions with people living in the home, the manager, members of staff and a visiting healthcare professional. Observations of how members of staff interact and communicate with people living there have also been taken into account. On the day of the inspector’s visit the atmosphere in the home was relaxed, social and welcoming and we were given every assistance from the manager and the staff team. What the service does well: Regent House provides a service that values the individuality of people who live there. Interactions between staff and people in the home are good. The registered manager, Joan Owens, demonstrates a commitment to delivering a high quality service. There is an established staff team who work well together and who have a high regard for the people living in Regent house. One member of staff who completed a survey said, “It’s a home from home. We are one big family who all pull together and are here for everyone. It’s lovely” and another said, “This is a lovely home and everyone is well looked after. You will never find another home like this”. Regent House provides a comfortable, homely environment for people; it provides a good standard of furnishings and bedrooms that are decorated to reflect individual tastes. People living in the home said, “I think its very civilised here” and “I am happy here otherwise I would not stay”. A member of staff said, “This is a well run, caring home with a family atmosphere”. The personal and healthcare needs of people living in the home are met and relevant healthcare professionals are consulted where appropriate. A healthcare professional who completed a survey said, “If all the homes I go to were as good as Regent, care in the area would be much improved”. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 6 The menu in Regent House provides people with a well-balanced and varied diet. Staff provide good home cooked food that is enjoyed by people living there. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People choosing to live at Regent House can be confident their needs will be assessed before admission. EVIDENCE: The manager stated in the AQAA, “We gather as much information about a client’s background history. We offer as many visits and stays as required staging from morning, [then] a day, overnight [and then] a weekend, until a client is sure of the move”. A sample of three care plans examined all contain an assessment of needs which is written from the service user’s point of view. The assessment covers a range of needs including medical and psychiatric health , preferences around food and drink, allergies, personal hygiene, dressing, sleep pattern, communication, things the person likes to do, things that upset them and how to avoid them, beliefs and culture. There is evidence of pre-admission trial visits. One person spoken with explained that they had chosen to come back to the home after moving to live elsewhere for a time. Another person said they were involved in choosing the home before they decided to move there. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in Regent House receive good quality care, which is based on their assessed and identified needs. EVIDENCE: The manager and all staff spoken with on the day of the inspection were able to demonstrate a wide knowledge of the needs of people living in the home. Care plans have been improved and developed since the last inspection to include a ‘client profile’, which gives good background information to the person’s history, likes, dislikes and behaviours. The manager stated in the AQAA, “We gather the likes and dislikes, record wishes and aspirations and ask the client to complete with us a person centred care plan. We have improved by developing care plans that are person centred and recording wishes and aspirations. We have included a Daily Routine”. When asked if carers listen and act on what they say, one person living in the home responded, “Yes, but I don’t have to ask, they look after me”. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 10 Care plans have a section covering the person’s ‘usual daily routine’ that gives staff sufficient detail to ensure people are receiving the support they need in ways that they wish. Staff spoken with were able to demonstrate how they support and encourage people to make decisions and take control over their lives. One person living in the home spoke at length to the inspector and was very clear that they felt in control and were able to make decisions about how they wanted to conduct their life. One person said, “I make my own decisions” and another “I tell staff when I go out where I am going and I let them know when I have returned”. The manager stated in the AQAA, “We promote independence and help clients to achieve within their own potential”. A member of staff who completed a survey said, “The clients are encouraged to give their opinion. Individual records examined had risk assessments in place. These assessments identify any area that could pose a risk to the individual and what measures are to be followed to reduce or manage the risk. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in Regent House can expect to enjoy a lifestyle that meets their wishes and interests. EVIDENCE: Staff spoken with said that people living in Regent House enjoy a variety of activities, such as bingo, if people want to take part. One person living in the home has a Wii computer game console, which is regularly played and enjoyed. Some people spoken with said they enjoyed college courses in maths, pottery, ‘money and numbers’. On the day of the inspection it was noted that there is a lot of socialising and people were observed to be animated and happy. The manager stated in the AQAA, “Clients arrange their own themed evenings with support from staff, they make posters and cards and invite friends, family Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 12 and staff. We are looking to buy a dart board as clients wish to run a tournament. We encourage choice in activities like arts and crafts. We encourage clients to make choices”. Members of staff were complimentary about how the service celebrates birthdays and other occasions. One person said, “Clients have birthday presents and a buffet teas. At Christmas they get presents, a good Christmas lunch, the rooms are decorated, Christmas trees are in the front lounge and dining room and another, “I would like to praise Regent House’s management for their individual efforts on each clients birthdays, Christmas and Easter as they are so generous with gifts and celebrations to ensure each client is as happy as possible”. Someone living in the home said, “I am very happy here. The food is lovely, we have birthday parties, Christmas parties, play games and have fun”. In addition to in-house activities, people are supported to access the local community. The manager said they “encourage participation in outside activities and learning, i.e. college, church, work, shops and drop in centres and support people to enrol and attend courses”. Records examined show that people go to a local disco, Dorson House and Mayfield Chambers drop in centres and a church group where they hold lunches and dances. One person spoken with explained how they keep in touch with their family. Records examined confirmed that relatives are consulted and take an interest in their relatives’ lives. The manager said “We encourage family and friends involvement. As reported at previous inspections, people living in Regent House feel free to come and go as they please. On the day of the inspection people were coming and going throughout the course of the day. One person spoken with said they enjoy going out. The manager and staff spoken with confirmed that there is no rigid routine and the wishes and preferences of people living in the home dictate what happens during the course of the day. A member of staff who completed a survey said, “The home is run on the basis that this is the client’s home and their wishes come first”. A wide range of good quality fresh foods, including fresh fruit and vegetables, was seen during a tour of the premises. The manager displayed a commitment to providing good home cooked food. Everyone spoken with on the day of the inspection was complimentary about the meals provided in the home. One person said, “the food is always good” and another, “staff help me as I am on a diet for diabetes and cholesterol”. A member of staff who completed a survey said “The clients have home cooked meals, two or three choices, fresh vegetables and fruit”. The manager stated in the AQAA, “We encourage shopping, meal planning and cooking. We help clients plan a balanced diet, enhancing awareness of cholesterol, diabetes”. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 and 21 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People using the service can expect their personal and healthcare needs to be identified and provided with the support to ensure these needs are met as they would wish. EVIDENCE: People spoken with on the day of the inspection said staff listen to the way they want to be supported. One person said, “If I am not happy I speak to my key worker”. A completed survey from a healthcare professional said, “Everyone has always been treated with care and respect and their needs noted when I have been there” and “The care and attention to [people’s] needs are always of a high standard”. A member of staff who completed a survey said, “If clients have GP appointments or reviews a staff member always goes with them” and a healthcare professional who completed a survey said, “As far as I am aware any professional requirements re my patient are always carried out” and “If I am out of my scheduled visit time I am phoned if urgent care is needed”. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 14 A sample of three care plans examined contained ample detail of people’s healthcare needs. The manager stated in the AQAA, “Clients’ physical health is reviewed by GPs and consultants regularly. Emotional health is maintained and supported by key workers but if a client becomes unwell [the community Mental Health team] are called for support”. A visiting community healthcare professional was very positive about the support provided by the staff and management at Regent House. They believed the home had worked hard with people in some difficult situations to support improvements to their health and lifestyle. The dedication and consistent support has proved successful and people are settled in the home. On the day of the inspection, the storage for medication was examined and found to be secure. Medicine Administration Record (MAR) sheets were completed appropriately. The manager and members of staff spoken with understand their responsibilities around the safe storage, administration and recording of medication. Staff records examined contain evidence that staff have received training around the administration of medication. Care plans contain a ‘wish list’ documenting people’s individual wishes in the event of terminal illness or death. This document is detailed and covers a range of preferences for how they would wish to be treated after death, including cremation or burial, choice of music, what people should wear and whether there should be flowers. As previously reported, this sensitive issue and how it has been approached demonstrates the person-centred ethos that underpins everything they do in Regent House. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service can be confident that their concerns about how they are treated are listened to and acted upon as stated in the complaints and safeguarding procedures. EVIDENCE: Regent House has policies and procedures in place relating to complaints and safeguarding and copies of the complaints procedure are in people’s rooms. People spoken with felt able to make a complaint and all said they would either speak to their key worker or to the manager. One person said, “I have a complaints form and information”. The manager stated in the AQAA, “We have a ‘thought box’ for independent, anonymous views, ideas, complaints, concerns etc. We have clients meetings where we listen and try to address issues raised”. Staff spoken with were able to demonstrate a good awareness of their responsibilities around safeguarding. Personnel records confirm staff have had training around safeguarding issues (previously referred to as Protection of Vulnerable Adults or POVA). The manager said, “Staff and clients are aware of Whistle Blowing”. There have been no safeguarding issues since the last inspection, however, the manager was able to demonstrate a clear understanding of her responsibilities Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 16 around keeping people safe from risk of abuse. As reported following the last inspection, a previous safeguarding issue was dealt with promptly and appropriately and there was sound evidence of good practice in relation to safeguarding vulnerable adults. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People can enjoy living in an environment that suits their lifestyle and which is homely, well maintained and clean. EVIDENCE: Since the last inspection further improvements have been made to the environment in Regent House. The back lounge and dining room have been redecorated and refurbished and look bright, attractive and modern. The manager explained that they have plans to refurbish the older front lounge as well. The manager stated in the AQAA, “We have repaired and redecorated the outside of the building. We have redecorated and refurbished the dining room. We have redecorated two bedrooms and replaced two windows”. One person living in the home showed the inspector their room, which had ample evidence of personal possessions and photographs. The manager said that people, “are encouraged to choose fittings, wallpaper or decoration and Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 18 furnishings around their home and in their rooms”. One person spoken with said, “It’s a home from home”. The standard of cleanliness around the home is good with no evidence of odours throughout. The equipment in the laundry was appropriate for the size of the home and the laundry was clean. The laundry is situated so that soiled laundry does not need to be carried through areas where food is prepared or served, which helps protect people by maintaining good infection control. Some people who live in Regent House prefer to do their own laundry and they are encouraged and supported by staff to do this. The manager stated in the AQAA, “Our home is well-maintained, clean and odour free. We encourage participation in maintaining the home’s cleanliness in their own rooms and communal areas”. Members of staff who completed surveys said, “The home is clean, well maintained” and “The comfort in the home and laundry standards are very high”. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in Regent House are cared for by a competent, well trained staff team who can meet their needs and have been employed following thorough recruitment checks to ensure people living at the home are protected. EVIDENCE: Members of staff spoken with clearly understood their roles and responsibilities. On the day of the inspection staffing levels were seen to be appropriate and people’s needs were being attended to promptly. The manager knows the people living in Regent House well and ensures staffing levels are tailored to meet their needs. People living in the home were complimentary about the staff team and the support they provide. A survey completed by a healthcare professional said, “I am impressed by the dedication of the staff. Very professional” and “Communication between staff is very good”. Someone living in Regent House said, “The staff are very caring, friendly and we have a laugh together”. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 20 Information provided in the AQAA indicates that, out of a full staff team of fifteen carers, eleven people have completed a National Vocational Qualification (NVQ) at level 2 or above and a further two are currently working on the award. These figures are significantly higher than the minimum of 50 of carers with NVQ as recommended in the National Minimum Standards. A sample of personnel records examined contained evidence of NVQ. The manager was able to demonstrate a good awareness of the importance of a robust recruitment process so that people are supported by members of staff who have been recruited appropriately. On the day of the inspection a sample of four personnel files was examined. As at the last inspection, from the sample considered there was evidence of a robust recruitment system in which appropriate checks are made on identity and previous employment before potential recruits commence employment in the home. Criminal Record Bureau (CRB) enhanced disclosure checks are carried out before staff are employed. People living in Regent House may be confident that staff are only employed after all relevant checks are made about their suitability for the job. Records examined show that staff have received a range of training relevant to their jobs, including Equal Opportunities, First Aid, Health and Safety, Introduction to Mental Health, Understanding the Mental Capacity Act (MCA), Diabetes Awareness, Drugs and Medication, Care Planning and Protection of Vulnerable Adults (now referred to as Safeguarding). Staff spoken with were positive about the training provided; one said, “We go on courses when they arise”. The manager stated in the AQAA, “Cook and a senior [carer] have completed a course in diabetes. All catering staff and 85 of care staff have received training in safe food handling”. Someone living in the home confirmed that staff helped them with their particular needs around diabetes. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in Regent House benefit from good management systems and their opinions are valued. EVIDENCE: The manager has been in post for a number of years and holds the Registered Managers Award, National Vocational Qualification (NVQ) level 4 in care and is an NVQ assessor. On the day of the inspection she spoke with knowledge and confidence about the needs of the people living in Regent House. The manager spends time over and above the average working week in the home and takes a hands on approach working alongside the staff team. Members of staff spoken with were complimentary about the way the home was run, one said, “the manager is always available for advice or if any Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 22 problems arise”. A healthcare professional who completed a survey said, “The staff and management deserve praise for the efforts they make”. Information requested by us at the Commission such as the Annual Quality Assurance Assessment document and Regulation 37 notifications are sent in promptly and with good detail. Discussions during the course of the inspection with people in the home, members of staff and the manager all gave a consistent message that Regent House is run in the interests of the people who live there, they are listened to and their views are valued. As previously reported there are regular meetings between the manager and people living in the home. Members of staff spoken with are also confident that their views are listened to. One member of staff said, “The home is run on the basis that this is the client’s home and their wishes come first”. However, the Quality Assurance process could be developed further so that all the information sought from people living in the home and other interested parties is pulled together to form a development plan for the home. This would demonstrate how people’s views and wishes are taken into account and acted upon. A sample of maintenance records examined confirmed the home has a regular programme of maintenance, as stated in the AQAA, ensuring that people who live in Regent House benefit from a pleasant, clean environment that is safe. A member of staff said, “This is a well run, caring home with a family atmosphere. The service users are very well cared for, they live in a clean environment with caring staff and manager”. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 3 3 X 2 X X 3 X Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard YA39 Good Practice Recommendations The manager should continue to develop the Quality Assurance system so that, when they seek the views of people living in the home and other interested parties, the information is used to form a development plan, which demonstrates that people’s views are being acted upon. Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Regent House DS0000017918.V367844.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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