117 Hampton Road, Hampton TW12 1JQ
Laurel Dene looks after up to 99 service users with a variety of personal care needs, thanks to a highly-experienced team of professionals and investment from care provider Care UK.
Amongst the many elderly and individuals with nursing needs at Laurel Dene are many with dementia-related illness, of whom staff have proved themselves effective in dealing with any behavioural complications that can arise and ensuring they live as relaxing and anxiety-free lifestyle as possible.
All residents enjoy an suite rooms and a person-centred care approach, with providers, Care UK, being dedicated towards modern developments in care and offering as many alternatives as the industry makes available.
Person in charge: Dacre Lassauniere (Manager)
Local Authority / Social Services: London Borough of Richmond upon Thames Council (click for contact details)
Type of Service: Care Home with nursing – Privately Owned , Registered for a maximum of 99 Service Users
Registered Care Categories*: Dementia • Old Age • Sensory Impairment
Specialist Care Categories: Alzheimer's • Hearing Impairment • Visual Impairment
Admission Information: Ages 55+.
Single Rooms: 99
Rooms with ensuite WC: 99
Facilities & Services: Smoking not permitted • Close to Local shops • Near Public Transport • Lift • Wheelchair access • Gardens for residents • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room
Latest Care Quality Commission* Report on Laurel Dene: click here
* Care Quality Commission is responsible for the registration and inspection of social care services in England.
The Review Score of 5.7 (maximum of 10) for Laurel Dene is based on a) the Average Rating and b) the number of positive Reviews.
a) The Average Rating is 4.1 out of 5 from 3 Reviews over all time. This Average Rating is also the rating value for Laurel Dene in Google's Search Results - more info
b) The score for the number of positive Reviews is 1.7 out of 5 from 2 positive Reviews in the last 2 years. (A 2 year period has been used as there were no positive reviews in the last 12 months)
a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Care Home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Care Home receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.
The Average Rating of 4.056 for Laurel Dene is calculated as follows: ( (11 Excellents x 5) + (17 Goods x 4) + (7 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 36 Ratings = 4.056
b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Care Home to friends and family if they needed similar care or treatment?'
The 5 points available are broken down as follows:
4 points are available for the first 5 Positive Reviews, 3 points for the first Positive Review and then 0.25 Points for each of the next 4 Positive Reviews.
1 point is available for reaching a target number of Positive Reviews based on 20% of the number of registered maximum number of service users. If the target is partially reached then that proportion of 1 point is given. eg a Care Home with 50 registered maximum number of service users has a target of 10 Positive Reviews, if it has 10 or more Positive Reviews it will receive 1 point, if it has 7 reviews will receive 0.7 points.
If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. The calculation is the same as above, except the points are divided by 2.
The 1.676 Points relating to the number of positive Reviews for Laurel Dene is based on 2 positive Reviews in the last 24 months and is calculated as follows:
3 + 0.25 = 3.25 then divided by 2 = 1.625
Target of 19.8 positive Reviews (99 registered maximum number of service users ÷ 5). 2 Reviews ÷ 19.8 Target = 0.101 , then divided by 2 = 0.051
When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
Laurel Dene has a Review Score of 5.7 (5.732) from 3 Reviews
Review submitted from a Postal Card by R M (Son of Resident) on Wednesday 1 March 2017. Relates to January 2017.
The general standard of care was good but there were issues with clothing lost and not laundered in time. Also, wrong clothing put in the room. Dad stated that he enjoyed the food.
How likely would you be to recommend Laurel Dene? Neither Unlikely or Likely
Samantha Debenham, Marketing Support Administrator at Laurel Dene responded to this review on 20 Mar 2017:
We’re very grateful for your feedback and are delighted with the positive comments and scores for Laurel Dene, particularly for the care and food at the home. In regards to laundry, I do apologise for the issues your father has experienced. I would like to assure you we have looked into this and I’m pleased to say that since your review, we organised further training for the home team on both the labelling machine as well as the process of distributing laundry items once cleaned. Thank you again for taking the time to provide your feedback and kind words, and of course please do contact the home manager or any other members of the senior team at the home if there is anything else we can help with now or in the future.
Review submitted from a Postal Card by L W (Daughter of Resident) on Thursday 13 October 2016. Relates to September 2016.
The staff, in general, are excellent, especially regular staff, occasional staff are seen often doing little when they could be engaging with residents. Chairs could be more comfortable i.e some with soft arms for residents who remain in chairs most of the day. Food is very good, drinks should be available (on side table) to residents at all times. Gardens (which could be beautiful are not kept cut i.e hedges, grass etc. No flowers to speak of. I am very pleased that, at last, Laurel Dene is seeing an improvement in decoration. My mother is in Norton Wing, the wallpaper that has been peeling off the walls for years, has at last been stripped and the walls all painted magnolia looking very much as a hospital. Unfortunately, there doesn't seem to have been any foresight in making the lounge/dining/kitchen look homely. All the walls are painted the one colour and I understand the corridors etc are to be done the same. There is a wood surround in the lounge room, which if it had a colour (burgundy perhaps, which would go with the old curtains that I understand are being re-hung), would make the room more homely and cosy. The hand rails in the corridors also need to be a colour so the clients can see them easily. Being all Magnolia, they get lost and are difficult for some clients to see. The care home should be "home" to the people living there. It should be warm and cosy, this doesn't seem to have been thought about. I would also point out that, out of the lamps in the lounge room, there are four- 2 shade wall lamps of which only 3 of the 8 lights are working and three- 3 shade ceiling lights of which only 4 of the 9 lights are working. On the completion of the work, I trust this will be rectified as the elderly need good lighting. Another matter I would like to bring up is the garden outside Norton Wing (if you can call it a garden, nothing is done to make it attractive, there are no flowers, it is a mess. I do hope you will look at this matter seriously. I have had conversations with a number of clients, family members and staff, we all agree regarding the above. I would appreciate hearing from you at your earliest convenience.
How likely would you be to recommend Laurel Dene? Likely
Samantha Debenham, Marketing Support Administrator at Laurel Dene responded to this review on 01 Nov 2016:
We’re grateful for your feedback and are delighted with the positive comments and scores for the team at the home, as well as the food and activities at Laurel Dene. In regards to the décor, we are working hard on a project to update the interiors at the home and as well as those that have already been actioned, there will be further exciting changes in the near future – of course, if you have any suggestions or requests then just let us know and we’ll do our best to meet them. I would also like to assure you that the dado rail in the Norton suite is being painted shortly (residents are having a meeting this week to decide colour schemes), and the garden area is in the process of being updated too with new plants, pots and a new set of garden furniture to arrive soon. In regards to lighting, unfortunately this was due to a major fault – our electrical contractors visited Laurel Dene as soon as possible to rectify this and I’m happy to say that all lights are now working. Thank you again for taking the time to provide your feedback and kind words, and of course please do contact the home manager or any other members of the senior team at the home if there is anything else we can help with now or in the future.
Review submitted from a Postal Card by Georgina B (Daughter of Resident) on Monday 27 June 2016. Relates to June 2016.
The care my mother receives is excellent, not enough praise is given to carers. My mother is so happy and settled here. She has kind staff, a lovely bright unit (tudor) and nothing seems to be too much when she asks for help. A great group of people.
How likely would you be to recommend Laurel Dene? Extremely Likely
There are currently no Care Home Idol entrants who have performed at Laurel Dene