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The Care Quality Commission checks whether hospitals, care homes and care services are meeting government standards. Visit our website at www.cqc.org.uk.

Laurel Dene

  • 117 Hampton Road, Hampton Hill, Hampton, Middlesex, TW12 1JQ

Type of service
Care home with nursing

Specialisms/services
Accommodation for persons who require nursing or personal care, Dementia, Diagnostic and/or screening services, Learning disabilities, Mental health conditions, Physical disabilities, Treatment of disease, disorder or injury, Caring for adults over 65 yrs

Local Authority Area
Richmond-upon-Thames

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Staff should be properly trained and supervised, and have the chance to develop and improve their skills (outcome 14)

Meeting this standard

Our latest report on this standard published on 24 July 2013

We inspected on 14 June 2013 during a routine inspection

We checked that people who use this service:

  • Are safe and their health and welfare needs are met by competent staff.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 14 June 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff. We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us. We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service.

Our judgement

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

Reasons for our judgement

People said "staff are kind", "staff give me the help I need", "staff are wonderful" and "staff are very good". We observed that staff spoke kindly to people who use the service with a relaxed and friendly atmosphere across the home.

Staff said “this is a very friendly place to work and we give people the respect they need”, “it’s lovely here, the residents are very cheerful and the staff all work together” and "there is a good mix of staff both young and old, and this helps the residents”. Another individual told us, “there is so much paper work to do; it takes you away from the people”.

Staff said they had the training they needed to do their job which included dementia care, first aid, safeguarding, manual handling, fire safety, supporting people with diabetes, equalities and diversity and end of life care. They told us that the majority of training was on the Elbox, the providers on line system and that a senior member of staff checked that they had understood the training. They told us that some training was face to face and that they preferred this style of training. Some staff were not clear what was meant by safeguarding but did tell us what they would do if they saw something that they were unhappy with. Records indicated 80 - 100% of staff were up to date with all the required training and systems were in place to ensure staff completed updates when needed. The clinical lead was arranging specific training for nurses to ensure they remained up to date with current good practice. The manager and senior staff provided on going workshops for staff covering topics including food hygiene and food safety, infection control and effective communication.

Effective systems were in place for staff to receive supervision every two months, or more frequently if required. Staff told us that they had an annual appraisal and regular supervision. The manager signed of all supervision records to ensure any training needs were identified and met.

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