Laurel Dene Care Home - Care UK - Hampton

Katie M.

The staff at this place don't have any empathy towards family members that they are supposed to be caring for. The compassion that they are supposed to have is next to none and definitely not somewhere I wouldn't recommend for friends or family to be placed! Money isn't everything but it seems to be a motivational reason as to why people just choose to work here when it should be because they want to care for people and give them the best quality of life. Complaints don't get taken seriously either which is really worrying. The reviews say a lot for their selves and there's too many people saying bad about the place.

Amy M.

ADDITIONAL: Staff have no regard for Residents' possessions. Digital equipment, which is often the only window to outside life and communication with family, is handled with a lack of care that verges on contempt. These are all items which staff would have at home and know to be careful with, so why do you not care about it because it belongs to a resident?

My loved one is STILL NEVER in their own clothes. It even says on their door how much they love a certain football team and the contempt and lack of regard for resident's wearing their own clothes is painfully clear when my loved one is regularly dressed in other team shirts.

This is institutional abuse.

FROM NOVEMBER 2022: My loved one has been there for three years. They have NEVER been out wearing an outfit of their own clothes. Never. Recently they were sent out with no socks and leather shoes. In November. With circulation issues.
Apparently they had refused to wear socks because there weren't any in their room when they were getting ready and they were too excited to meet us and did not want staff to delay by finding and adding socks. Yes this is frustrating for staff, but tell me, why were there no socks?

Issues like this, with wearing one's own clothes are genuinely defined as institutional abuse.

My original review (No safeguarding process information. Staff do not know safeguarding procedures) is better, there are safeguarding signs up, but the process is still quite alien to staff.

Ralph N.

Disappointing lack of courtesy in returning my call and a polite follow up email after an initially promising start. Our elderly relative's condition deteriorated, especially their mobility, after being in bed for several weeks while in hospital. This meant she needed nursing care rather than straightforward residential care as originally planned. No direct contact from the care home, just being advised they had no suitable vacancy via a social worker. We believed it would be helpful to have a direct follow up conversation to ask about their view on options for future care....perhaps on their waiting list or nursing with another home in the very same group (they run several homes fairly locally). A telephone message and chasing email both remained unanswered. This left us feeling this organisation is very business focussed and only wants to deal with clients with minimal care or nursing needs. This is a shame for a company which has a relationship with Richmond Council.

leslie B.

It is extremely difficult to contact this care home to enquire about residents. The phone number given is rarely answered and will ring until it cuts off. There is also no given email address. It is extremely frustrating when it virtually impossible to speak to anyone to find out how a relative or friend is. The staff are helpful, but the diabolical phone answering desperately needs sorting out, there isn’t even a message or voicemail option! Very poor.

s B.

This is just a money making business, they only want easy residents. They dont want to care for people who have issues.Received a phone call the same day after dropping my love one to come pick them up as they couldent cope. They have no patience or time for new scared residents.These are supposed to be trained professionals especially within the dementia sector. VERY DISAPPOINTED!!! DO NOT RECOMMEND….

Ellen G.

My mother didn’t get the opportunity to enjoy a respite stay (with access to a working toilet). She was assessed and was promised a call a few days later but when it came, they wanted a medical history from a GP, which would delay the process, and more knowledge of her swallowing problems. She’s on a waiting list for an expert to examine her. So no respite while the builders replace the loo. I may have been unlucky but the team leader did not alert me to the various obstacles I’d face. Lucky people who are less frail than my mum and who can deal with the obstacle course.

Heather W.

2 wks respite, Father in law came out with pressure sores, eye infection, thrush. They lost his false teeth and glasses and some of his clothing.

Bruce T.

Nice place with lovely garden, open access for relatives and staff are very caring