Lauriem Complete Care Limited - Ditton

Updated 14 August 2025

Date of Assessment: 09 September 2025 to 25 September 2025.

Lauriem Complete Care Limited – Ditton is registered as a domiciliary care agency, providing support to people in their own homes in the community including one extra care setting. At the time of our assessment the service was supporting 151 people with the regulated activity ‘Personal Care’.

This assessment was undertaken in response to concerns in relation to quality of care for people.

We identified 2 breaches of the legal regulation in relation to safe care and treatment and good governance.

People’s risks were not always assessed, and records did not always document how to identify risks or how to mitigate them for people. Records did not always contain person-centred guidance about people’s needs and how to support them.

Governance systems at the service had not always been operated robustly and there had not always been clear oversight of the service. This was recently identified by the provider who had made changes to the management of the service. Some of the issues had not been identified for some time and took the provider time to fully investigate. The provider had an action plan in place to drive improvement. However, due to the number of shortfalls found, it was taking the provider time to rectify and embed changes in a timely manner.

Although the ineffective systems and process had not had an impact on the care people received, there was a potential risk of harm. People, relatives and professionals were positive about the quality of the care that was delivered. Staff knew people well and how to meet their needs in a person-centred way.

Staff commented that there had been lots of recent changes with how the service operated but they felt supported to carry out their roles.

We have asked the provider for an updated action plan in response to the concerns found at this assessment.

During this inspection we spoke with 17 people and 10 relatives. We spoke with the provider, quality control and compliance staff, the manager of the domiciliary care agency and the manager of the extra care setting, a supervisor and care co-ordinator as well as care staff. We also received feedback from some professionals. We looked at records of people’s care as well as records to support the management of the service.

Updated 14 August 2025

Most people and relatives gave overall positive feedback about the service. They were complimentary about the staff that supported them. Comments included, “They are a good bunch, motherly, sometimes I am left in hysterics. When I am down in the dumps, they encourage me to look at positives in life”; “Top rated, brilliant” And, “Nice rapport between us.” People felt very safe with the care staff. A person said, “[Staff] always make sure my leg straps are secure before moving the hoist.” Relatives confirmed they felt they had observed their relative being supported to mobilise safely. They told us the care staff were all very well trained and extremely caring towards people. We received some mixed feedback about the staffing of the service. Some people felt staff arrived when they should and stayed the full duration. A person said, “[Staff] come on time and will say sorry if they have been late.” However other people fed back, “Sometimes [staff are] a bit late, but it doesn’t matter to me as I’m always here.” A relative said, “They try so hard to be on time but it’s impossible with all the traffic it’s a nightmare it’s so hard for them.” People all had care plans that were completed at the start of using the service and these were completed with either the person who received the care or a relative where appropriate. However, people and relatives told us these had not always been regularly reviewed and updated with people. People felt their carers listened to them, involved them and gave them choice about their care and treatment. However, people and relatives did not always feel that the office staff listened to their feedback or took timely action to address concerns. People and relatives told us care staff who provided the care calls helped them with all their needs including personal care, nutrition and hydration, management of their physical health needs, their emotional well-being and maintaining their homes. A person said, “The girls know exactly what to do for me.” People told us staff maintained good infection control practices to reduce the risk of infection. People who received their medication told us they got them when they should, and they had not experienced any issues with staff managing their medicines. People told us staff worked with other professionals who visited them to ensure they received the correct care. A person told us, “I’m absolutely satisfied with the carers, I trust them, they ask your opinion, and they know where things are kept before they go, they make sure I am wearing my lifeline. They go out of their way to help you! They are very knowledgeable and will say things like I don’t like the look of your legs and will contact the doctor; they also help with my medications."