The Laurels

Right Support: People were supported to make choices using their preferred communication methods and were listened to by staff. People were able to choose what they did when and if they didn't want to do something or changed their minds they were listened to.

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.

Right Care: The registered manager and staff team were passionate about promoting person centred care and we saw this demonstrated throughout the inspection. We observed people being supported by staff who knew them well using a person-centred approach. Staff were relaxed, confident and engaged with people consistently. People's privacy and dignity was fully supported, and the provider's policies and processes supported this.

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives.

People were kept safe from avoidable harm and we observed people being supported by staff who knew them well. There were appropriate policies and systems in place to protect people from abuse. Staff knew how to recognise abuse and protect people. Managers maintained people's safety and investigated incidents. Lessons learned were shared with the whole team and the wider organisation.

There was a culture of positive risk taking within the service led by the registered manager. Staff demonstrated their knowledge and understanding of people's needs and we observed staff spent time confirming with people their choices and that they had fully understood what the person had chosen.

People confirmed there were enough staff to support them and that they were staff who they knew and were

comfortable being supported by. We observed safe staffing levels during the inspection and staff had time to spend with people and people were supported with activities of their choice. People confirmed to us they didn't feel rushed by staff. Staff had the information and time they needed to provide safe and effective care.

At the last inspection we had identified concerns in relation to outstanding maintenance works and medicines. At this inspection we found there was an effective process in place for maintenance management and that the provider had robust medicines management, administration and storage processes in place.

Since the last inspection there had been changes to the environment. People seemed happy with the changes and the changes had been made with the involvement and consideration of the people living at the service.

The provider worked with a variety of health and social care workers. The registered manager had developed close working relationships which supported positive outcomes for people.

People, and those important to them, worked with managers and staff to develop and improve the service. The provider sought feedback from people and those important to them and used the feedback to develop the service. People and staff confirmed they felt listened to and were able to make suggestions. Staff told us they felt supported, valued and appreciated.

There were a number of systems and processes in place for monitoring the quality of care and used to plan improvements. Where issues were identified remedial action was taken. Staff had access to policies and procedures which encouraged an open and transparent approach.