Inspection on 12/02/09 for The Laurels

This inspection was carried out on 12th February 2009.

CSCI found this care home to be providing an Excellent service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

The Laurels 11/12/07

The Laurels 23/01/07

The Laurels 18/10/05

The Laurels 16/11/04

The Laurels 05/05/04

Similar services:

Fairfields Country Rest Home

Queensmount

Poldhu

Trevaylor Manor

Didsbury Court Rest Home

Belma

Hunters Care Centre

Manor Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: The Laurels Westfield Lane Draycott Cheddar Somerset BS27 3TN     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: kathy McCluskey     Date: 1 2 0 2 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 30 Information about the care home Name of care home: Address: The Laurels Westfield Lane Draycott Cheddar Somerset BS27 3TN 01934742649 01934743580 The.Laurels@blueyonder.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Brightwell Residential Care Limited care home 20 Number of places (if applicable): Under 65 Over 65 20 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 0 The Laurels is a large detached property situated in the village of Draycott, between Cheddar and the city of Wells. Service user rooms are located on the ground and first floors. There is a stair lift, assisted bathrooms and call bell system available at the home. The Laurels is registered with the Commission for Social Care Inspection to provide care for up to 20 people over the age of 65 years who require assistance with personal care. The home is not registered to provide nursing care or care to people with dementia. The Registered Provider is Brightwell Residential Care Limited and the Registered Manager is Wendy Perkins. The home has been decorated and furnished to a good standard. There is a large, cultivated garden and some residents rooms have private patio areas. Fees at this home range from 361 to 436 pounds per week with additional charges being made for chiropody, hairdressing, newspapers, personal items and taxis. Care Homes for Older People Page 4 of 30 Care Homes for Older People Page 5 of 30 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This unannounced key inspection was conducted over one day (6.5hrs) by CSCI Regulation Inspector Kathy McCluskey. The registered manager and registered providers were available throughout this inspection. We were given unrestricted access to all parts of the home and all records required were made available to us. At the time of this inspection 20 people were using the service and we were able to meet with 19 people. As part of this inspection we sent surveys to a number of people using the service and staff working at the home to seek their views. We received completed surveys from 3 people using the service and 8 members of staff. Comments have been incorporated into the report. Care Homes for Older People Page 6 of 30 The home completed its Annual Quality Assurance Assessment (AQAA) and returned this to the Commission within agreed timescales. The AQAA is a self assessment that focuses on how well outcomes are being met for people using the service. It also gives us some numerical information. Extracts from the AQAA have been included in this report as appropriate. We would like to thank all involved for their time and cooperation with the inspection process. The following is a summary of the inspection findings and should be read in conjunction with the whole of the report. What the care home does well: What has improved since the last inspection? At the last inspection, 6 statutory requirements were raised. At this inspection we were Care Homes for Older People Page 8 of 30 able to see evidence that appropriate action had been taken to address these. The homes procedures for the management and administration of peoples medication has improved. Medication Administration Records (MAR) had been appropriately completed for hand written entries and to reduce the risk of errors, two staff signatures confirmed the entry. We found appropriate risk assessments in place for people who self medicate. As required at the last inspection, appropriate hand washing facilities have been made available in the laundry. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 30 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 30 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home ensures that people thinking about using the service are provided with information and a range of opportunities to enable them to make an informed decision. The homes pre-admission procedures ensure that people are appropriately assessed so that their needs and aspirations can be met by the home. People are issued with a contract which ensures that they are clear on the terms and conditions of occupancy and the fees to be charged. Evidence: The home have produced a Statement of Purpose and Service User Guide which provides people living at the home and people thinking about using the service, with information about the home and services offered. These documents were seen to be displayed in the reception area of the home and, as recommended at the last Care Homes for Older People Page 11 of 30 Evidence: inspection, this included a copy of the homes last inspection report. Three people using the service completed comment cards for the Commission and all confirmed that they had received sufficient information about the home before they decided to use the service and that this had helped them to make an informed decision. The home also offers day care and respite services. One person told us that they had made a decision to move to the home on a permanent basis after using these services; I received day care and respite which gave me a very good insight into the home. The homes completed AQAA states; The Laurels recognises that moving to a residential home can be a life changing decision and we provide prospective residents with as full as experience as possible prior to moving in including teas, day care, respite, family days and overnight stays. During this inspection we were able to meet with everybody using the service and we spoke with 12 people in more depth. People told us that they had made an informed decision to move to the home and that they and/or their family had visited the home before making a decision; I came to look around with a family member where we were greeted by the manager with a tray of refreshments and all my questions were answered In their completed AQAA, the home states; We always invite prospective residents to meet and chat with existing residents and families so that direct answers can be given and that all can find out what day to day life at The Laurels is like. The home ensures that each person who is thinking about using the service is appropriately assessed. We examined two care plans and both contained documented evidence of pre-admission assessments. The registered manager informed us that she undertakes all pre-admission assessments and that a placement is only offered where all parties are satisfied that the individuals needs and aspirations can be met by the home. The homes completed AQAA states; The manager always visits prospective residents in their own homes, hospitals or other care homes to make an initial assessment, allowing residents and families to get to know them and visa versa - a key worker helps each resident settle in. The home ensures that each person is provided with a contract which states the fees to be paid and the terms and conditions of occupancy. As recommended at the last inspection, the homes contact/terms and conditions are also made available to people who are funded by and have received a copy of the local authoritys financial contracts. Three people using the service completed comment cards for the Commission and all confirmed that they had received a contract. Care Homes for Older People Page 12 of 30 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The homes care planning procedures ensure that peoples needs are met in a consistent and person centred manner. People have access to appropriate health care professionals. The home follows safe procedures for the management and administration of peoples medication. People are treated with respect and their privacy is respected. The home takes all steps to ensure that people can remain at the home during their final days and that their preferences following death are respected. Evidence: During this inspection we were able to meet with each person using the service. we also examined two care plans. Care plans were found to be well maintained and up to Care Homes for Older People Page 13 of 30 Evidence: date. we were able to see evidence that the plan of care had been drawn up from appropriate assessments. Completed risk assessments included moving and handling needs, risk of pressure sores, falls and nutrition. We were able to see that the home had obtained copies of assessments from other health care professionals as appropriate. Instructions for staff as to how care needs should be met were clearly recorded and peoples preferences had been recorded. Care plans also contained a social history which had been provided by the individual or their family member. We were able to see evidence that people had been involved in the care planning and review process. Staff make daily entries for each person and, as required at the last inspection, steps had been taken to ensure that terminology used within these records, promote dignity. Eight care staff completed comment cards for the Commission and all confirmed that they received up to date information about the people they care for; Each individual has a care plan which we all read, We are always informed of any changes and these are recorded in the care plans, We always have a handover at the start of every shift, we recognise the importance of sharing information and keeping up to date. The home stated in their completed AQAA, Residents are involved in developing their care plan which is then used as a working tool by the care staff who understand its contents, Residents are encouraged to remain independent and maintain their own person hygiene wherever possible. We were able to see that people have access to a range of health care professionals. The home makes appropriate records in each care plan. The home monitors peoples weights each month. The registered manager told us that the home received excellent support from health care professionals who regularly visit the home. During this inspection we were able to speak with two district nurses. Both confirmed that the standard of care at the home was very good and that communications with them were excellent. It is an excellent home and I have no concerns at all. During the inspection we asked people about the care they received. They made the following comments; I feel very well cared for and all my needs are met, The standard of care is excellent and the staff are so kind and will do anything to help you, They will always ring the doctor if I need him, They know how I like things done. Three people completed comment cards for the Commission and in response to the question, Do you receive the care and support you need?, all responded Always. All the staff are very kind and supportive and enjoy some fun and laughter with me. The homes completed AQAA told us that, Key workers are aided and encouraged to build special relationships with residents and residents are able to choose which staff Care Homes for Older People Page 14 of 30 Evidence: member assists them with their personal care. During the inspection we were able to observe interactions between people using the service and staff. Staff were heard communicating with people in a very kind and respectful manner using the individuals preferred form of address. Staff were observed knocking on peoples bedroom door before entering and were heard offering people choices throughout the day. One person told us that there is always laughter in the home, the staff are so happy and that makes us happy. People appeared very relaxed and comfortable in the presence of all staff and the management team. We examined the homes procedures for the management and administration of peoples medication. We were informed that medicines are only administered by the registered or deputy manager both of whom have received appropriate training. The home uses the monitored dosage system (MDS) with pre-printed medication administration records (MAR). We found all medicines to be securely stored with no excess stocks. All MAR charts had been appropriately completed. Each MAR chart had a photograph of the individual to aid identification. We saw evidence that the requirements raised at the last inspection had been addressed. Hand written entries on MAR charts had been confirmed with two staff signatures, topical medications had also been recorded and risk assessments were in place for those who self medicate. Safe systems were seen to be in place for the storage, management and administration of controlled medication. People are supported to spend their final days at the home providing the home can continue to meet their assessed needs. The homes completed AQAA states; Terminally ill residents are wherever possible, helped to stay at The Laurels until the end of their lives, Their wishes are discussed and incorporated into the care plan and the attendance of local health care practitioners is obtained to ensure, for example, pain control is properly maintained. The registered manager told us that where required, staffing levels are increased and additional health care professional support is obtained to ensure that the individual receives the care and support they need during their final days. An example of this was provided. Care Homes for Older People Page 15 of 30 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are provided with very good opportunities for social stimulation in line with their preferences. People are also supported and encouraged to make choices about their lives. Visitors are made to feel very welcome. The home offers a wholesome and varied menu and ensures that people are involved in menu planning. Evidence: People living at the home have opportunities for social stimulation. The home displays a monthly activities calendar which offers something everyday. Some of the activities on offer included; flexercise, bingo, reminiscence, pet therapy, arts and crafts, films, wine and music appreciation and external musical entertainers. The home also has a weekly mobile shop, library, visiting hairdresser and regular religious services. From minutes of meetings for people using the service and through discussion with people, it was apparent that the activities calendar is developed based on the views and preferences of the people living there. Care Homes for Older People Page 16 of 30 Evidence: During the inspection we asked people about the provision of activities at the home. People told us that there was always something going on, they never fuss you, it is up to you if you want to join in. Three people completed comment cards for the Commission and all confirmed that there were activities available that they could join in with. The home maintains detailed and informative records relating to each persons involvement of an activity. The records ensure that the outcome for each person is monitored and that action is taken to address any issues as appropriate. The home welcomes visitors in line with the preferences of each individual. People told us that their visitors were always made to feel welcome and that refreshments were always available. We were able to meet with one visitor during the inspection who confirmed that they were made to feel very welcome and that they always had lunch during their visit. The homes completed AQAA stated; Residents are assisted and encouraged to maintain family and community ties and friendships, Families and friends are always welcomed and offered hospitality just as they might in the residents home. People told us that they were able to make choices about their lives. People told us that they choose when to go to bed and when to get up in the morning. I like to wake early and the staff know this and they are always there with a cup of tea for me, Sometimes I stay up late to watch a film and can enjoy a sherry. People confirmed that they could choose where to spend there day. Some people told us that they preferred the privacy of their bedrooms. The AQAA told us that, Residents come and go at The Laurels as they wish and some are capable of walking to the village unaided, Residents maintain their Independence as long as possible and are able to cash cheques, use the mobile shop and organise their own hairdressing. People spoken with were very positive about the meals at the home. The food is lovely, always plenty to eat, I like the meals very much and they know what I dont like. The three people who completed comment cards for the Commission responded Always to the question, Do you like the meals at the home. They also said; We have a choice at every meal, If the meal choice is not to my liking I can always choose an alternative. All meals are freshly prepared at the home by designated kitchen staff. On the day of this inspection we were able to see lunch being served. Choices appeared wholesome and plentiful. The atmosphere was relaxed and unhurried. Tables were attractively laid with drinks, condiments and napkins available. The home has recently been awarded 5 stars (excellent) for its food hygiene standards by the councils Environmental Health department. Care Homes for Older People Page 17 of 30 Evidence: In its completed AQAA the home told us that; Residents are consulted and involved in menu planning with opportunities to add individuals favourite dishes to the menu, Most vegetables are either from our own garden or freshly delivered. The Laurels is proud of its old fashioned home cooking. Care Homes for Older People Page 18 of 30 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home have procedures in place which ensure people feel confident in raising any concerns they might have. Procedures are in place that reduce the risk of harm or abuse to the people using the service. Evidence: The home displays a complaints procedure within the home. People told us that they would feel confident in raising concerns if they had any. No concerns were raised with us during this inspection. We were informed that the home have not received any complaints since the last inspection. The Commission have not received any concerns about the service. The homes AQAA confirms that the home ensure that people feel confident in raising concerns. We maintain constant and proactive liaison with residents and families to ensure that complaints should never be necessary but instead reacting ahead of time to any potential concerns or suggestions and modifying the situation as appropriate, before it becomes even a potential complaint. A suggestions box is provided in which anyone may leave suggestions anonymously. Regular residents meetings are a forum for any items of concern or requests although managers are available to residents, Care Homes for Older People Page 19 of 30 Evidence: their families and staff at any time - the relationship is one of understanding, trust and open discussion. The home has procedures in place to reduce the risk of harm or abuse to the people living there. As required at th last inspection, the home have obtained a copy of Somersets policy on safeguarding adults. Training records indicate that all staff have received training in the protection of vulnerable adults within the last year. Eight staff completed comment cards for the Commission and all confirmed that they were aware of how to raise concerns; We have a robust complaints procedure and we are aware of the whistle blowing policy. The home is aware of how to contact external advocates should an individual require these services. Care Homes for Older People Page 20 of 30 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a comfortable and well maintained home which promotes a homely feel. The home has an appropriate range of aids and adaptations to assist people with mobility difficulties. The standard of cleanliness is good and procedures are in place to reduce the risk of the spread of infection. Evidence: During this inspection we viewed a number of bedrooms and all communal areas. All areas seen were comfortably furnished and well maintained. It was very apparent that people were encouraged to personalise their bedrooms. On the day of the inspection, two people were choosing new curtains for their bedrooms. The homes completed AQAA told us, We have a rolling replacement program for carpets and room decoration and, in addition all rooms are re-decorated when a resident moves in. Rooms are rearranged and furniture is changed as necessary to suit the tastes of new residents as they move in. Bedrooms are fitted with locks which can be overridden by staff in the event of an Care Homes for Older People Page 21 of 30 Evidence: emergency. The home is fitted with a call bell system and people using the service told us that staff always responded promptly when they rang for assistance. Accommodation is arranged over two floors and a stair lift provides access to the first floor. The home has two mobile hoists and we were informed that there was currently nobody at the home who required this level of assistance. The completed AQAA states that, The hoists are available for emergencies and staff are trained in their use. Grab rails and ramps are appropriately sited within the home to assist people to mobilise. The beautifully maintained garden is easily accessible to wheelchair users and to people with mobility difficulties. Assisted bathing facilities are available and the AQAA told us that there were plans to create a level access shower room in the next 12 months. The standard of cleanliness in the home was found to be good and there were no malodours. Staff hand washing facilities were seen to be appropriately sited throughout the home. Staff have access to a good supply of protective equipment. A staff training matrix confirmed that all staff had received training in infection control. Care Homes for Older People Page 22 of 30 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home ensures that staffing levels are appropriate to the needs of people currently using the service. People needs are met by a staff team who have been appropriately trained. The homes procedures for staff recruitment reduce the risk of harm or abuse to the people living there. Evidence: At the time of this inspection 20 people were living at the home. We were informed that dependency levels were currently low and that the home experienced no problems in meeting peoples needs and that current staffing levels were sufficient. We were informed that during the day, a carer and a care support worker were on duty in addition to the registered manager and deputy manager and that nights were covered by one waking and one sleep-in carer. Kitchen staff are employed to prepare and serve the lunch and tea time meals. No concerns about staffing levels were raised with us at this inspection. We were able to observe staff spending quality time with people living at the home. Care Homes for Older People Page 23 of 30 Evidence: Eight members of staff who completed comment cards for the Commission responded Always to the question, Are there enough staff to meet the needs of people. Staff also made the following comments; We always have appropriate numbers of staff on duty to meet the needs of people, If a resident becomes ill, an extra member is supplied to ensure that their needs are met, We have a very low turnover of staff, Our manager is very much hands on and will always cover shifts where needed. Three people using the service completed comment cards for the Commission and all responded Always when asked if the staff were available when they needed them. They also said; There is always somebody around at all times and if I use my call bell they are there straight away. The AQAA told us that 85 of the care staff have achieved a minimum of an NVQ Level 2 in Care. This exceeds the recommended 50 of the National Minimum Standards. We examined the homes procedures for staff recruitment and looked at the files relating to two staff members recently employed. Recruitment files contained all required information including evidence of an enhanced criminal record check (CRB) and satisfactory check against the protection of vulnerable adults register (POVA). We were able to see evidence that on commencement of employment, staff undertake a period of induction which follows the recommended Skills for Care Common Induction Standards. All eight staff who completed comment cards confirmed that they had received a very good induction programme; I had a full induction and the training is ongoing, I completed a full induction, all mandatory training and an NVQ level 3, You have a full induction and shadowing until you feel confident, I have full support from my manager who ensures that we are confident and competent in all tasks. The registered manager maintains a staff training matrix which confirms that staff have received appropriate training. Recruitment files examined also contained certificated evidence of training undertaken. Care Homes for Older People Page 24 of 30 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People using the service benefit from an open and inclusive style of management. Quality assurance procedures are in place which seek the views of the people using the service. Staff are appropriately supervised. Appropriate procedures are in place to ensure the health and safety of persons at the home. Evidence: The registered manager is Wendy Perkins. She has managed the home since March 2006 and is currently working towards a management award. Mrs Perkins has vast experience in caring for older people. Care Homes for Older People Page 25 of 30 Evidence: Staff, people using the service and two visiting health care professionals were all very positive about the skills, management style and approachability of the registered manager. The AQAA stated that the management of the home is transparent, non-hierarchical and cooperative, The manager provides strong leadership and is well regarded. All eight staff members who completed comment cards confirmed that they felt very well supported. We have regular staff meetings, supervisions and annual appraisals and can speak to the manager at any time, Our manager is always available to discuss any issues, The laurels is very well managed and I find the manager approachable and supportive - the residents and staff are very well looked after. People using the service confirmed that they had regular meetings where their views are encouraged, you can tell the manager anything and she always acts on what you say. In addition to regular meetings for staff and people using the service, as part of the homes quality assurance process, questionnaires are sent out to seek peoples views about the quality of the service provided, on an annual basis. We were able to view an analyses of last years results and comments were noted to be very positive. We were informed that the home does not handle any monies on behalf of people using the service, nor does it act as financial appointee for any persons. We were able to see evidence that staff receive regular supervision and appraisals. Records are maintained within each staff members recruitment file. As previously mentioned, staff confirmed that they received regular support and supervision. We found that the home was taking appropriate steps to ensure the health and safety of persons at the home. There was evidence of regular fire drills and appropriate checks on the homes fire fighting and detection systems. Training records indicated that all staff had received up to date training in fire safety. Hot water outlets are fitted with thermostatic valves to ensure that temperatures do not exceed safe upper limits. Regular checks are carried out. To ensure the safety of people using the service, free standing wardrobes are secured to the wall and upstairs windows have restricted openings. Care Homes for Older People Page 26 of 30 Evidence: There was evidence that equipment servicing was up to date. Care Homes for Older People Page 27 of 30 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 28 of 30 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 29 of 30 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. 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