Lauriem Complete Care Limited - Ditton

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 Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (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.

People, relatives and professionals felt the staff were kind and caring. A person told us, “Without them I would be lost without their friendship, they have become like friends. I look forward to seeing them.” Another person said, “Definitely caring. They ask us both if we are well and ask if there is anything extra, they can do to help before they leave.”

Relative comments included, “We are shown respect at all times and they [staff] are all so lovely with [relative]. Whatever they [staff] do, it is done with a smile.” Professionals’ feedback included, “I have had feedback from people supported by Lauriem that they are very pleasant, caring and understanding. People feel well supported by them.” And, “I have come across Laurium carers for several of my clients, the clients have never advised of any issues with the care agency and always praised the carers… The carers have always treated the clients with the dignity and respect they deserve and communicated throughout the care call with them.”

Staff spoke about their roles in a positive manner and spoke in a caring manner about the people they supported. A staff member said, “I make sure I treat someone the way I would want to be treated, always supportive, and keep their dignity and independence.” Staff gave examples of how they supported people to maintain their dignity and privacy. Feedback from people support this. A person said, “When I am being washed or changed, they keep me covered to protect my privacy.” A staff member said, “I’m proud that I go to work and look after elderly people providing care with respect and dignity.” Another said, “I would care for someone how I would care for my own family. They have everything that they need and are looked after."

The provider had not always treated people as individuals and had not always made sure people’s care, support and treatment met people’s needs and preferences. The provider had not always ensured people’s care records reflected them as individuals and contained up-to-date information about their needs or wishes. For example, risk assessments did not always contain person-centred information about the individual’s risk including specific physical or mental health conditions and how to manage their risks or needs individualised to their wishes and preferences.

However, staff delivering care to people in their homes did treat people as individuals. They took into account people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff knew people well including their likes and dislikes and their histories. A staff member said, “I adapt routines to suit the person.”

People confirmed staff treated them as individuals. A person told us, “It seems to be working very well. I have 2 calls a day…and the carers do all I need them to, the carers are most respectful and I think they do care about me as a person.” Another said, “[Staff] are brilliant; they are always cheerful and say good morning. That’s important to me. They know what they are doing and treat me as an individual.” Another person said, “They speak to me as an adult, and we can have a joke."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us they supported people to make choices about the care and support they received. A staff member said, “We always give options and do not assume for example, taking them out I don’t assume where they want to go but ask.” Another staff member said, “I ensure they are given choices, rather than forcing them to do things.”

People felt staff gave them a choice of how to be supported with their care for example, choice about their personal care needs including clothing and choice of food and drinks. People and relatives felt staff respected their choices. A relative said, “Carers know [family member], when [family member] has had a shower and dressed, they ask “do you want to go to bed or downstairs” they know what [the] response is going to be.”

Staff also respected people’s right to decline care during their care calls such as if they wanted to stay in bed rather than be supported to get up for the day.

Staff told us they supported people to maintain their independence where possible. A staff member said, “I encourage them to do as much for themselves as they can, to keep them independent.” Feedback from people and relatives confirmed staff supported people to remain as independent as possible in line with their wishes and abilities. A person said, “They encourage me to clean my teeth, they help by putting the toothpaste on the brush if I ask.” A relative said “When [family member] has a shower [they are] encouraged to dry [their] own face."

Although the provider did not always understand people’s needs, views and wishes because they had not always maintained effective systems to ensure they were aware of people’s immediate needs; staff responded to people’s needs in the moment.

Staff acted to minimise any discomfort, concern or distress and provided care in line with people’s needs, views and wishes. A relative told us, “We like all of the carers a lot, nothing is a trouble, the girls really know [relative’s] likes and dislikes and they know if [ relative] is having a bad day, this can happen quite often. On these days [relative] will need more help which they give.”

Another relative said, “One carer, she is very good, she handles [relative] very well, does a good job and manages [relative] well.” The relative went on to say they were able to encourage the person to receive their personal care as required.

Staff gave examples of how they supported people to meet their care needs. Staff also gave examples of how they did this in a person-centred way. For example, a staff member spoke about some people’s preferred care needs at night and told us they ensured they left people with a hot chocolate at night before leaving the care call.

The provider cared about the wellbeing of their staff however they had not always supported and enabled staff to always deliver person-centred care.

Staff told us they generally felt supported in their role. However there had been recent changes to the business and staff felt the communication around this could be improved. Staff had not always received regular supervision and meetings to support them to carry out their roles as effectively as possible.

Staff told us they found their managers supportive. A staff member said, “I enjoy the job and feel valued. Communication with the office is good.” Another staff member told us, “They make sure that we are safe and complete some welfare checks, if I’m ill they are supportive. We do have mental health support who are very helpful.”

The provider had recently won an award and staff attended the ceremony. The management team were complimentary of their staff team and valued their contribution to the business. A staff member said, “[Manager] regularly messages to say thank you and shows appreciation.”

Staff told us they had the training they needed to carry out their roles and feedback from people confirmed staff had the skills needed to meet their needs. A person said “[Staff are] definitely well trained, always telling me when they are going on refresher courses.” Staff told us they were encouraged to develop in their roles and could do further qualifications if they wished to.