Lauriem Complete Care Limited – Deal

“Key findings”

“We carried out this assessment between 18 August to 26 August 2026. We visited the office on 18 August 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.”

“The service had systems in place to safeguard people from abuse and avoidable harm. Staff understood their safeguarding responsibilities and records demonstrated incidents, safeguarding concerns and medication errors were investigated, reviewed and used as opportunities for learning and improvement. Care plans and risk assessments generally reflected people's individual needs and provided guidance for staff on how to manage risks associated with mobility, skin integrity, medicines, epilepsy, continence, nutrition and deteriorating health conditions.”

“People received support from staff who had completed mandatory and role-specific training. Training compliance was high and staff told us they felt supported by managers and office staff. Medicines were managed through care planning, audits, competency assessments and governance systems. Where medication errors had occurred, the provider had investigated these, identified learning and implemented actions to reduce the likelihood of recurrence.”

“Care plans were generally detailed and person-centred. Records reflected people's preferences, routines, communication needs and desired outcomes. Most care records reviewed promoted independence, choice and control and demonstrated a person-centred approach to risk management. Staff recognised changes in people's health and wellbeing and there was evidence of escalation to healthcare professionals when concerns were identified.”

“The service had systems in place to monitor quality and safety. Leaders used audits, performance monitoring, incident reviews, medication audits, safeguarding oversight and staff feedback to identify risks and drive improvement. Staff spoke positively about management support and leaders demonstrated an open and reflective approach when concerns were identified.”

“Whilst most records reviewed were personalised and detailed, we identified some minor inconsistencies in the quality and completion of documentation. Workforce pressures, continuity of carers and call timing reliability were recurring themes identified through the feedback, although leaders were aware of these challenges and had measures in place to monitor and respond to them. People did not describe any impact on their care and support as a result.  ”