Information for families and residents regarding RegalCare and DPH actions

Residents and families deserve clear information and answers to their questions about the actions being taken at RegalCare nursing homes in Massachusetts. Learn what these actions mean for the care of residents in these facilities, what to expect in the coming weeks, and how to get help or raise concerns.

Is my loved one safe at a RegalCare nursing home?

• We understand that residents and families are concerned by this news. Every nursing home resident deserves to be safe, treated with dignity, and provided with compassionate, high-quality care. And families deserve the peace of mind that comes with knowing that a loved one is safe and well cared for.
• DPH is taking these concerns seriously and is increasing oversight at all 12 RegalCare facilities in Massachusetts. DPH staff will be monitoring these facilities at least once a week to evaluate conditions, identify concerns, and require corrective action when called for. 

Is my nursing home closing?

This DPH action does not require residents to move, and the facilities are not being ordered to close.  

Should I move my loved one to another nursing home right away?

• We recognize that questions about safety and quality of care are disturbing, and families may be considering what options they may have. This DPH action does not require residents to move, and the facilities are not being ordered to close. 
• Moving a nursing home resident can be disruptive, especially for those individuals with complex medical needs and strong established care relationships. Families should discuss their concerns with the facility’s care team and determine what would make the most sense before making a decision to relocate a loved one. DPH’s immediate priority is to regularly monitor these facilities, increase oversight, and identify and address any concerns about safety or care.

How can DPH say residents are safe if it has identified serious quality problems at these facilities?

DPH recognizes the seriousness of the deficiencies identified at some of the RegalCare facilities, and we are taking action because we want to protect the care and safety of residents, and we want to be able to reassure residents and families that the care provided at these facilities is safe and meets required standards. Our responsibility is to monitor the care, assess quality, identify problems, and see that concerns are appropriately addressed. 

Will my loved one’s daily care change because of this action?

• Residents should continue to receive the care and services required under their individual care plans. DPH’s action does not change a facility’s obligation to provide the medications, meals, personal assistance, and other essential services needed. What will change is DPH’s involvement in more regular monitoring of these facilities, increased accountability for those care plans to be carried out appropriately, and strengthened processes for identifying concerns and addressing them. 
• Residents and families should always report any interruption or deterioration in care and services provided

Why didn’t DPH act sooner? Why were these problems allowed to continue?

DPH has taken enforcement action at RegalCare facilities over the past several years. During the last three years, the Department has conducted approximately 90 inspections across the 12 facilities, resulting in four immediate jeopardy findings. DPH has used enforcement tools, including corrective action, restrictions on admissions, monetary penalties, and actions affecting Medicare and Medicaid funding.

What should I do if I believe my loved one is not receiving appropriate care? How can I report a complaint?

• We encourage residents and families to speak up if they have any concerns about care, services, facilities, or staff. You can raise concerns with the facility’s nursing staff or administrator. You do not need to wait for the facility to respond before contacting DPH. 
• We know that families will have questions, and we have set up a designated call center that families and residents can use to share concerns, get information, and ask questions. That number is [phone] or [phone], available 8 a.m.-6 p.m., Monday-Friday, except state holidays, beginning October 14. 

Does this action mean that all 12 RegalCare nursing homes have provided poor care? We have been satisfied with the care our loved one has been receiving.

• The Department identified serious concerns involving the operator and findings of substandard care at many of the RegalCare facilities. The specific inspection histories and quality findings vary by facility. 
• DPH is increasing oversight across all 12 locations because of the seriousness of the concerns involving the operator and the Department’s responsibility to protect every resident 

How will families know what is happening with the future of the nursing home or if DPH finds additional problems?

• We know that families and residents need timely, understandable information about the facilities caring for their loved ones
• For urgent or immediate questions or concerns, contact the Call Center at [phone] or [phone], available 8 a.m.-6 p.m., Monday-Friday, except state holidays

Who will run the nursing homes if RegalCare is no longer allowed to operate them? 

No final revocation has occurred, and the Department’s current action does not require the facilities to close or residents to relocate. If the administrative process results in a final revocation, DPH will evaluate the appropriate next steps under state law, with resident health, safety, and continuity of care as the main considerations. The priority is to protect residents and minimize disruption to care.