Saint Lawrence Residential Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Interactions between staff and people showed warmth and genuine care. People’s privacy and dignity were respected, with staff seen asking permission before offering support. Relatives consistently told us staff were “lovely,” kind,”, and “brilliant,”, with one person saying, “It is home from home” and another commenting, “They work very hard and they are kind and they bring her biscuits.” People described staff who took time to sit and chat with them or offered friendly reassurance. Observations during the inspection showed positive interactions, including staff engaging in conversation, supporting people gently with mobility, and checking emotional wellbeing. People described feeling safe, valued, and comfortable, such as one relative saying, “She is very happy here and safe because there is always a carer or two on hand.” A healthcare professional told us “The staff are fabulous. They really look after people!”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The service demonstrated caring, personalised relationships, and showed attention to their individual preferences and histories. Relatives said staff knew people well, including personal background and preferences such as one person who “likes to be outside in the garden” and another whose heritage and experiences were acknowledged.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were described as encouraging and respectful of preferences, including supporting personal routines and recognising when people preferred their own space. People were offered choice in day-to-day activities, and relatives gave positive examples such as, “[Name] has lots of choices—what time they go out, if they have dinner, to stay in their room or not,” and “[Name]is offered choices of food and clothes to wear.” Activities were enjoyed by many people, with positive feedback about singing, dominoes, exercise groups, and entertainment. Staff encouraged participation even if people declined.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Observations during the assessment showed good staff engagement, including conversation, reassurance and purposeful interaction between staff, people and visitors. Staff responded to people’s needs in a timely, caring and appropriate way. Relatives reported prompt support when call bells were used, including one who said, “When [Name] rang the bell, they brought a cup of coffee up straightaway.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us that the management team was always available, and that they could raise concerns or ask for support. One told us, “They have provided support when I have needed it.”. People and their relatives described staff as being patient, respectful and knowledgeable, with positive comments on their level of training and skills.