Archived: The Laurels Limited

The registered manager was present during our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

Activities were arranged for people who used the service; at the time of the inspection, the service was looking at ways in which it could support people to access the community more.

People lived in an environment that met their needs and food was provided that they enjoyed. Premises were properly maintained with a clean, bright and inviting environment. All living areas were clean and well looked after.

Accidents and incidents were appropriately recorded and investigated, and risk assessments were in place for people who used the service

Staff was trained in how to safeguard vulnerable adults and was able to describe potential risks and the safeguards in place.

There were sufficient numbers of staff on duty in order to meet the needs of people who used the service.

We saw that people had developed caring relationships with the staff that supported them. Relatives told us that there was a positive atmosphere in the provider and people were encouraged to take part in tasks around the provider if they wanted. We found that people’s independence was promoted.

The registered provider was working within the principles of the Mental Capacity Act and was following the requirements of the Deprivation of Liberty Safeguards.

Staff treated people with dignity and respect and helped to maintain people's independence by encouraging them to care for themselves where possible.

Staff was appropriately trained and skilled and provided care in a safe environment. All staff received a thorough induction and fully understood their roles and responsibilities, as well as the values and philosophy of the service. Staff had completed extensive training to help them to provide care to people who use the service was safe and effective to meet their needs.

People had their needs and requests responded to promptly. People told us that there was enough staff to meet people’s care needs.

People’s medicines were managed safely and staff members clearly understood their responsibilities. The Registered Manager conducted regular audits and improvements were carried out when these had been identified. The quality of the service was monitored and assessed consistently.

People who used the service, family members, and visitors were made aware of how to make a compliment, complaint, or comment and there was an effective complaints policy and procedure in place.

The service regularly used community services and facilities and had links with the local community. People who used the service, family members and staff were regularly consulted about the quality of the service they received.

This is a summary of what we found;

Is the service safe?

Staff were able to tell us how they would respond effectively in an emergency and we saw that there were enough staff on duty to care for people safely.

We saw that the staff were provided with training in safeguarding vulnerable adults from abuse, Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS), which were updated every year. This meant that staff had the knowledge that they needed to ensure that people were safeguarded.

The service was safe. We saw records which showed that the health and safety in the service was regularly checked. This included regular fire safety checks, this meant that people were protected in the event of a fire.

One person we spoke with told us they felt safe and relatives we spoke with told us that they felt their relative was safe at the service.

Is the service effective?

Relatives of people who used the service told us that they were happy with the service and that it delivered care effectively. One relative told us about the service, "I can't fault it at all." Another relative said, "Staff are very good."

People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The records were regularly reviewed and updated which meant that staff were provided with up to date information about how people's needs were to be met.

We saw that the service conducted regular staff supervision and training was delivered as required. This meant that staff had the support and skills to deliver care effectively.

Is the service caring?

We saw that all staff interactions were kind and respectful. People were relaxed and accessed all areas of the service.

We asked one person if they felt well cared for and they told us, "Yes." Relatives of people we spoke with told us that people were well cared for and were happy. One person said that their relative, "seems happy here." A visiting professional told us, "No problems. Love it here."

We observed staff treating people with compassion and patience when they became distressed or disorientated.

Is the service responsive?

People's choices were taken in to account and listened to. We observed staff asking people what they needed and waited for them to respond before providing further support.

People's care records showed that where concerns about their wellbeing had been identified the staff had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from health care professionals, including a doctor, district nurses, mental health teams and chiropodists.

Is the service well-led?

Staff told us that they were able to speak to the manager or senior staff when they needed to and that they received regular supervision, training and support.

The service had a quality assurance system and records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.

The service was supported by a manager that was hands on and who empowered the staff team to work together to deliver good care. We observed that the manager was available to staff and relatives at all times.

The manager had systems in place to ensure that they addressed any staff shortfalls or concerns and dealt with any concerns as required.

We found that the provider had systems in place for monitoring people's food and refreshment needs. A person told us, 'The food is very good always.'

There were systems for staff to cooperate with other providers and professionals regarding people's health and social care needs. There were systems in place for the management of medicines, preventing infections and for staff recruitment and ensuring staffing.

We identified that some improvements were needed relating to record keeping.

People and relative's comments included, 'The care is absolutely spectacular.' 'The care is brilliant'can't fault it.' 'Staff are pleasant.' 'Staff have a caring attitude.' 'There is a nice friendly atmosphere.'

We saw that the provider had systems in place to ensure people were kept safe and that any issues raised were acted on.

We spoke with four staff and we saw that they had support and opportunities for their personal development.

We saw that the provider had systems in place to assess and monitor the quality of service provision.