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Douglas House Proudly Retains CQC Outstanding Rating

The Douglas House team and service users

A Plymouth residential care home has proudly held onto its prestigious ‘outstanding’ rating from the Care Quality Commission following an unannounced inspection.

Douglas House, in Restormel Terrace, is run by The Regard Group, the UK’s third-largest private care provider.  The large Victorian house offers bespoke care and support packages to young adults with learning disabilities, mental health conditions, Aspergers, autism and other emotional and behavioural difficulties.

An inspector arrived without warning and conducted a comprehensive two-day inspection of the service in August.
As well as spending time with all four people currently living at Douglas House, the inspector spoke to staff members, health professionals involved in the care of people at the property and relatives of some of the people being cared for.

The subsequent report concluded: “The provider and registered manager had taken innovative steps to ensure people were at the heart of the service and involved in all aspects of the running of Douglas House, while encouraging and promoting independence.

“People’s opinions were regularly sought and valued. People were enabled to achieve activities that had previously been a challenge for them, and these were celebrated, with consent, in a Douglas House Achievements Folder, and visually with a digital photo frame.

“This all promoted a positive focus in people’s lives and celebrated success. Careful planning and involvement of those living there clearly showed that the service was person-centred and promoted a high quality of life.

“Staff were observed supporting people with great understanding about how individuals living with autism saw the world and displayed patience and kindness. Compassionate care was really important to the values of the service and was clearly reflected in how staff cared for people.

“People, relatives and staff felt the service was extremely well-led.”

Douglas House Manager Lisa Runnalls had not been with the service long when it was inspected in October 2015 and earned and ‘outstanding’ rating.

She said: “It’s a significant achievement to be rated outstanding, but in some ways it’s even harder to hold onto that rating.

“I am extremely proud of everyone involved in this achievement.

“The people who live here are excellent advocates for the service. When the inspector was here, they were honest and open with her about how they are supported.

“I have an amazing team of staff who I encourage to believe in themselves, and we’re all thrilled to have been rated outstanding once again.”

In the aftermath of the CQC report being published, people living at Douglas House enjoyed a special celebration meal, and staff also had a celebration of their own.

Carole Edmond, CEO of The Regard Group, said: “We are all extremely proud of Lisa and her excellent team at Douglas House.

“The positive comments in the CQC report are a fitting tribute to the dedication and professionalism of the Douglas House team, who are all committed to providing a truly person-led service for the people they support.”

The Regard Group supports more than 1,300 people, with a dedicated staff of more than 2,600 people at 167 sites throughout the UK.


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