The Laurels Care and Nursing Home

Some parts of the accommodation and outside areas needed improvement. The provider had plans in place to develop the service for people's comfort and wellbeing. We have made a recommendation about re- furbishing the service in response to people's needs.

People's needs were being assessed, planned for and reviewed. Each person had a care plan which was designed to meet their needs and choices. People were supported with their healthcare needs. Changes in people's health and well-being were monitored and responded to. Where necessary, people received appropriate medical attention.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People told us they felt safe at the service. We observed people were relaxed and content in the company of staff and managers. Recruitment records were being further developed, to show all the appropriate checks were carried out before staff started work. There were enough qualified staff available to provide safe care and support; staffing arrangements were kept under review. Staff were aware of the signs and indicators of abuse and they knew what to do if they had any concerns.

Health and safety was promoted, this included maintenance of the premises, servicing and checking systems. Risks to people's individual well-being were assessed and managed. Staff followed processes which aimed to manage people's medicines safely.

People made positive comments about the caring attitude of staff. They said their privacy and dignity was respected. We observed staff interacting with people in a kind, pleasant and friendly manner. Staff were respectful of people's choices and opinions.

There were opportunities for people to engage in a range of group and individual activities. Visiting

arrangements were flexible, relatives and friends were made welcome at the service. Processes were in place to support people with making complaints. Complaints records and management systems were being further developed.

Management and leadership arrangements supported the effective day to day running of the service. The Laurels Care and Nursing Home had a welcoming and friendly atmosphere. The provider used a range of systems to regularly monitor and improve the service. Further systems were being introduced. There were processes to consult with people who used the service and others, to assess and monitor the quality of their experiences and make improvements.