Laurel Care Home

This summary covers the findings of the Care Quality Commission (CQC) inspection of Laurel Care Home, conducted in March 2019. The report assesses the home across five key areas: Safe, Effective, Caring, Responsive, and Well-led. The inspection aimed to ensure the service met legal requirements and regulations, and to evaluate the overall quality of care provided to residents. Overall, the inspection found the home to be performing well, with several areas highlighted for commendation.

Regarding safety, residents and their relatives consistently reported feeling safe and well looked after, with staff demonstrating a strong understanding of safeguarding procedures and the signs of abuse. Robust risk assessment processes are in place, regularly reviewed to ensure resident safety while promoting independence. The premises are well-maintained, and all equipment is regularly checked. Staffing levels are above the required core numbers, ensuring consistent and person-centred care, and recruitment processes are thorough. Medicines are managed and administered safely, with regular audits and plans for further improvements. Infection control measures are effective, with staff knowledgeable about prevention and robust cleaning procedures in place. Lessons are learned from incidents, leading to implemented improvements, such as an enhanced emergency plan following a power cut.

In terms of how effective the care is, residents and their families expressed high satisfaction, with many noting the speed and thoroughness of assessments and the smooth transitions into the home. The care plans are individualised and regularly reviewed, reflecting residents' preferences and needs, and are in line with current legislation and good practice. Staff receive comprehensive training tailored to their individual needs and professional development, with initiatives like a bursary system for nurse training and enhanced roles for senior care assistants. The home has made thoughtful adaptations to its premises, including a sensory room and the installation of a quiet lounge with a visual display, to enrich residents' lives.

When assessing how caring the service is, residents and relatives consistently described staff as treating everyone with exceptional warmth, compassion, and kindness, often remarking that residents are cared for "as if they are family." Staff feel well-supported, valued, and proud to work at Laurel Care Home, with many considering it the best place they have ever worked. This positive staff morale is reflected in the high quality of person-centred care delivered, with staff showing genuine commitment and respect for residents' dignity and individuality.

In relation to how responsive the service is, residents and their families are fully involved in the assessment and planning of their care and support. The home collaborates effectively with healthcare professionals, ensuring residents' ongoing health needs are continually assessed and addressed. Residents are supported to have maximum choice and control over their lives, with staff applying the least restrictive approaches. People know how to raise concerns or make complaints, and they feel confident that their feedback will be listened to and acted upon, with suggestions for improvement being welcomed and implemented.

Finally, concerning how well-led the service is, the registered manager's open and supportive management style fosters a culture of continuous development and improvement. The management team leads by example, setting clear expectations and motivating staff to deliver high-quality, person-centred care. Staff feel extremely well supported and speak highly of the management team, contributing to high morale and a passionate commitment to resident well-being. Audits, policies, and procedures are in place to monitor quality and safety, ensuring a culture of learning and improvement.