The Laurels Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans detailed people’s needs and captured people’s preferences and choices. Staff were familiar with people’s needs and were able to tell us how people liked to be supported and clearly knew people well.

Not all people at The Laurels Care Home were able to tell us about their experiences. Their relatives told us that they were involved in their loved one’s care plans and had been asked about peoples likes and dislikes. One relative told us, “They have built up a thorough knowledge of [person] needs, they asked what they need to do to care and support [person] and asked what [person] loves.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The registered manager told us that they worked with the GP, who supported in referring people to relevant healthcare professionals when needed. We saw people’s care plans evidenced healthcare professionals visits and care plans being reviewed on the advice from healthcare professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were documented in their care plans. For example, care plans for people who required support with their communication informed staff of how to positively support people when communicating with them. We observed staff speaking with people in a calm and supportive manner to make sure people understood what was being communicated.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives were invited to feedback in meetings and were also asked their views about the service.

Resident and relatives meeting minutes told us that people were involved in the environment improvements in the home. For example, people were asked what colour they would like from a selection for the dining room.

One relative told us, “The new manager and their team have put processes and systems in place for change.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported to access external services as they needed to do so. For example, a relative told us, “[Person] lost their glasses in hospital, the staff took [person] to opticians.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

During our assessment we observed positive interactions, people appeared comfortable when engaging with staff. Staff had undertaken equality and diversity training, and the provider had a policy in place to support this.’

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Future planning formed part of people’s care plans. Needs and preferences were recorded regularly for changes in decisions.

People’s preferences for end-of-life care and wishes regarding ‘do not attempt cardiopulmonary resuscitation’ (DNACPR) were recorded in their care plans.