Review from K K (Daughter of Resident) published on 8 November 2023
Submitted via Postal Card • Report

Overall Experience

Dad moved into Lauren Court in June following falls at home. He has settled extremely well and is very happy here. The staff are great and nothing is too much trouble. Dad is treated with respect at all times. His room is ideal for his needs and Lauren Court is always clean and welcoming.

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Review from Sue J (Daughter of Resident) published on 2 November 2023
Submitted via Postal Card • Report

Overall Experience

The review today was excellent. It gave an insight into what the daycare of my mother consists of. Every area of care was explained. Feel very happy that my mother is lucky to be a resident at this care home. All management and staff are very helpful.

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Review from Sophie D (Granddaughter of Resident) published on 1 November 2023
Submitted via Website • Report

Overall Experience

The staff at Lauren Court have been so supportive of my grandpa and us as a family in ensuring his transition from home to the care home has been as smooth as possible. My grandpa turned 101 last week and up until seven weeks ago had lived at home. The staff made such a fuss of him on his birthday and

made the day really special. The care he’s received has been excellent. There are lots of opportunities for him to engage with their broad range of activities which has really improved his quality of life. The staff have been welcoming and attentive and most importantly have made us feel he’s being extremely well looked after. A big thanks to you all.

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Review from Elaine T (Relative of Resident) published on 4 August 2023
Submitted via Website • Report

Overall Experience

When my relative became a resident in March 2023, when visiting her and wishing to speak to management, they were not visible and the office door was always closed. I now visit mostly at weekends when, I believe, management are not on the premises. However, I understand from other relatives, that they

are easier to contact by phone and are available to speak to Monday to Friday. Whenever I visit I am made to feel welcome by the staff, all of whom are kind, caring and understanding towards the residents. My relative is very happy at Lauren Court.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Lauren Court Care Home

Thank you for your kind review. I am the new manager at Lauren Court; I started my post here June 2023. I would love to have the opportunity to meet with you. I have an open-door policy Monday-Friday, and I can also come in by appointment at the weekend. My deputy manager is on-site every other weekend and we are always happy to meet and chat with any relatives and friends. I look forward to meeting you soon.

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Review from Susan M (Daughter of Resident) published on 1 August 2023
Submitted via Website • Report

Overall Experience

Mum has been a resident at Lauren Court Care Home for three months now where she settled in very quickly. My brothers and I are thrilled at the change in her, she is back to her old self and is enjoying life again. This is down to the wonderful staff who make the time to talk, have a laugh and care

so well for her, I can't praise them enough. She enjoys the variety of food and her morning porridge is made to perfection. Thank You everyone.

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Review from Linda M (Daughter of Resident) published on 28 July 2023
Submitted via Website • Report

Overall Experience

The friendly staff immediately made my dad feel at home, and he was able to settle in very quickly and now feels like part of the family. He is enjoying the company of the friendly, caring staff and the outings, loves the food, and in every respect, has embraced Lauren Court as his new home. This is

the result all his family wished for.

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Review from P H (Son of Resident) published on 10 May 2023
Submitted via Postal Card • Report

Overall Experience

During my visits to see my mother during her respite stay, I was impressed by the excellent treatment of her by all the staff. The staff were very friendly and gave excellent care and attention at all times. The facilities were well-maintained and cleanliness was excellent.

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Review from Peter H (Son of Resident) published on 1 March 2023
Submitted via Postal Card • Report

Overall Experience

I literally cannot praise the staff at Lauren Court Care Home enough. They are all incredible with my mum - kind, caring, patient, loving and genuinely funny. It's a phenomenal team of people. The home itself is clean, warm and welcoming. My mum is happier in Lauren Court than she has been for many,

many years.

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Review from A L (Son of Resident) published on 1 March 2023
Submitted via Postal Card • Report

Overall Experience

Dad has settled in well since he moved in. He is warm, comfortable and has good attention from the staff.

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Review from S G (Son of Resident) published on 27 February 2023
Submitted via Postal Card • Report

Overall Experience

Mother's room is a mess now; perhaps it is her fault, spilling food etc.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Lauren Court Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. We are sorry your Mother’s room was not to your satisfaction at the time of your visit; please be assured that staff are addressing the cleanliness of her room daily. We recognise how important it is for all our residents to feel at home and our housekeeping service is usually exemplary. The staff at Lauren Court work hard to ensure our residents are always cared for with dignity and compassion.

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Review from I T (Cousin of Resident) published on 21 February 2023
Submitted via Postal Card • Report

Overall Experience

1. Main issue is food - quality and choice seem to be very poor. I realise that part of the problem is chewing issues and possible medication effect. My question to management is 'Do you think that food is good enough in terms of quality and choice?';
2. Lauren Court Care Home seems to constantly have

trouble with staff retention - meaning too many inexperienced agency staff;
3. Activities - recently improved but more needed;
4. Big positive - some excellent staff who really care.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Lauren Court Care Home

Thank you for taking the time to complete a review of Lauren Court. We would like to reassure you that we always put our residents first and foremost and discuss all our meal options to ensure we offer a varied choice of meals every day. Our menus are completed by a nutritionist to provide a healthy well-balanced diet for our residents. The Home Manager has met with your relative, as has the chef and the wellbeing coordinator to discuss preferences to daily meal options; we have offered many alternatives to the choice of meal on the day. Regular residents’ meetings attended by the Home Manager and the chef give the residents the opportunity to discuss their likes and dislikes; comments from other residents are very positive. I will personally review the menu option with your relative and the dining experience of others. There are recruitment challenges across many sectors at present, including the care sector. HC-One continues to invest in our home-based colleagues and we are working hard to enhance our offer to new colleagues; we are pleased to note that there has recently been an increase in uptake of new colleagues joining the team. Our new wellbeing coordinator has taken time to speak with each resident to ensure all opportunities are taken to offer a wide choice of pastimes, stimulating activities and trips out. The feedback from residents in this area has been excellent. We would like to thank you for your kind words regarding the staff team, all the staff at Lauren Court work hard to ensure our residents are always cared for with dignity and compassion.

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Review from William B (Husband of Resident) published on 13 February 2023
Submitted via Postal Card • Report

Overall Experience

I find Lauren Court Care Home is ideally suited for my wife. She seems to have settled quite nicely, she does not say a lot to me when I visit but I am happy for her company and she gets on with staff and residents. That's all she and I need.

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Review from L C (Daughter of Resident) published on 1 February 2023
Submitted via Postal Card • Report

Overall Experience

The staff at Lauren Court Care Home are wonderful. Kind and caring and loving. The room was small and had inadequate furniture. The toilet flush never worked properly and was not sorted even after repeated requests. The meals were always lukewarm when mum at in her room. Her room was often dirty. The

problems were down to a shortage of staff. The staff are underpaid and work too hard but were still wonderful.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Lauren Court Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. May we extend our condolences to your family and you; it was a pleasure to care for your Mother at Lauren Court. We are sorry the room was not to your liking despite our best endeavours to accommodate your Mother’s electric armchair and personal furniture and possessions; we recognise how important it is for our residents to feel ‘at home’. We will ensure we monitor the issues you raised regarding ancillary services as the dining experience, housekeeping and maintenance are usually exemplary. Recently, we have significantly improved our pay structure for staff, and HC-One continues to invest in our home-based colleagues. We appreciate your kind words about our staff team, they work hard to ensure our residents are cared for with dignity and compassion.

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Review from D R (Nephew of Resident) published on 12 January 2023
Submitted via Postal Card • Report

Overall Experience

When I arrived at the care home I was welcomed as though I was an old friend. Every member of staff that I saw was very busy but had the time to say hello and give me a smile!

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Review from P S (Son of Resident) published on 30 November 2022
Submitted via Postal Card • Report

Overall Experience

Dad was looked after very well during his stay. The facilities were clean and tidy and well run. I have recommended Lauren Court Care Home as a place to be for your loved ones.

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Review from Christine C (Son of Resident) published on 11 May 2022
Submitted via Postal Card • Report

Overall Experience

My mother was transferred from another home which she had not settled into at all in February 2022. Within a couple of weeks, the difference was amazing. She is once again communicating with the staff and residents. My sister who lives in Canada and can only have telephone calls or emails has also noticed

the difference. Quote "I have my mum back" The staff are supportive and take time to chat and engage with all the residents. Yes, they have been through difficult times as have all care homes. this is my second experience of Lauren Court as my mother in law was a resident a few years ago until her death - she was happy. What is amazing many staff are still working at Lauren Court which tells me this is a happy environment for both staff and residents. Well done everybody and thank you.

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Review from L F (Daughter of Resident) published on 26 April 2022
Submitted via Postal Card • Report

Overall Experience

My mum is a resident at Lauren Court and has been for over two years during the pandemic. Her care has always been the very best she is happy there and I have every confidence she is being well looked after. The staff are always friendly and helpful even though they have been under incredible pressure.

They are short-staffed and come to work on their days off because they care. They deserve to be paid more for what they do or you will lose some very good people.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Lauren Court Care Home

Thank you for your review; we value all feedback as this helps us to improve our service where required. The team is very grateful for your kind words that recognise the care your Mother received. Lauren Court staff have worked tirelessly through the recent pandemic, as have other areas of the health sector. We are constantly reviewing our recruitment offer to attract new people to join our team and we have recently increased rates of pay for colleagues that not only recognise the kind care they deliver, but we also pay enhanced rates to more experienced team members. As an organisation, we continue to raise the profile of our care colleagues within our local communities to gain the respect and appreciation of the work they undertake, and I am pleased to recognise you as an ally in our mission.

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Review from Nicola W (Daughter of Resident) published on 21 April 2022
Submitted via Website • Report

Overall Experience

Dad has been a resident of Lauren Court Care Home for a year now.
My dad is quite a poorly and somewhat demanding gentleman. I visit with my husband every other day not because of the team at Lauren Court for any reason but because he's my dad and has progressive vascular dementia and I want to see

him whilst his dementia allows it.
The whole home is clean and tidy with engaging decor and furniture the dining room is open and airy and serves nice appropriate food for people in their twilight years. Tea, coffee, biscuits, cake, and fruit to name a few are around on a trolley quite a few times a day.
Clients including my dad take a while to adjust and they need time to get used to their surroundings.
The ladies and gents who care for dad are fabulous. I am often in dad's room out of sight and often hear the most heartwarming conversations and acts of kindness and respect.
I have only just started to see agency staff whilst the manager recruits in these difficult times.
Lauren Court is a kind home.

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Review from Valerie I (Daughter of Resident) published on 6 April 2022
Submitted via Postal Card • Report

Overall Experience

My mother went into Laurent Court in November 2017 until she passed away in March 2022. In my opinion, my mother received excellent care throughout her stay. Many thanks to all concerned who cared for my mum.

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Review from Susan D (Daughter of Resident) published on 21 March 2022
Submitted via Website • Report

Overall Experience

My Dad came here for a week's respite. When I collected him, he was very distressed, there was blood on his carpet and pillowcase. He said he had fallen out of bed, as no arm rail was provided on the bed, he then crawled to the door shouting for help and banging for attention, but nobody came. I spoke

to the manager on duty and she didn't know anything about it, and when I asked to see the accident book nothing had been entered in it. When I looked him over when we got home, his toenail was missing and very blooded, he has a big bruise on his arm and where the district nurse has been treating an ulcer, which was almost healed, it is now open with carpet burns continuing down his leg and his other leg is badly bruised and carpet burnt from crawling. The home seems to be very short-staffed, and one member of staff told my Daughter she hadn't had time for a toilet break and another member of staff told me a lot of the staff are not permanent but agency workers and things have gone down.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Lauren Court Care Home

Thank you for your review we value all feedback as this helps us to improve our service where required. We are sorry your Father experienced these issues during his week of respite with us. Your Father’s pre-admission assessment did not indicate a need for bed rail or mobility aids. Our care provision includes regular checks at least 2 hourly during the night and care colleagues did conduct these. Our electronic accident book shows an entry where your Father told a colleague he had slipped. Colleagues checked your Father he was not hurt but for his toenail, this wound was immediately attended to and dressed and your Father was assisted to return to bed. As you are aware the District Nursing Team was called at the time of the incident however they triaged the incident as not requiring an immediate response. Staffing in the home is appropriate for the needs of the residents and little agency staff is required. All colleagues have every opportunity to attend to their own personnel needs on a shift.

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