The Laurels

People said they felt safe and staff understood how to recognise and report abuse. Risks were assessed and equipment was provided to support safe mobility and independence.

“People told us they felt safe and were supported by a staff team who understood how to recognise abuse and were confident to report concerns.” from the report

Care plans reflected people's goals, preferences and pace. Staff worked with health professionals and supported people to regain skills and independence.

“They also took into account people's preferences and interests which were sometimes used in supporting people to re-learn skills and ensured their program was at their pace.” from the report

People were treated with kindness, dignity and respect. They were encouraged to speak up and take part in decisions about their care.

“People were supported to express their views and make decisions about their care.” from the report

Managers used audits, complaints, accidents and incidents to identify improvements. Staff were encouraged to reflect and learn from events.

“Processes to assess and check the quality and safety of the service were completed.” from the report

Staff recorded people's daily food and fluid intake, but there were no targets to help analyse totals or identify concerns. The manager said this would be reviewed, and inspectors found no impact on people at the time.

“Staff recorded daily, people's food and fluid intake, however there were no targets recorded, which meant staff had not taken action to analyse totals or identify concerns.” from the report

Most relatives felt involved, but some said they had not received updates when they could not attend meetings. They described communication as lacking and the service as somewhat disorganised.

“There has been a lack of communication and they are a bit disorganised.” from the report

Staff had different views about how approachable the manager was. All staff felt the manager could adapt their approach better to individual staff members and situations.

“All staff felt the registered manager would benefit from being able to adapt their approach to suit the learning style and needs of individual staff members and specific situations.” from the report