Lotus House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Records did not always evidence that the provider made sure people were at the centre of their care and treatment choices.
People had regular meetings with their keyworker, but records of these meetings did not evidence effective or supportive collaboration and had repetitive, generic text. One person’s daily records did not always refer to them using their preferred name. Other people’s records misgendered them several times.
As previously stated, daily records lacked information about how individual support was provided when someone was upset. Writing good daily records was an area that the provider was addressing with staff and changes had been made to the care planning system, so staff were required to include further information. People’s care plans were up to date and described how staff should support them in a way that reflected their current physical and social needs.
People and relatives were involved in care plan reviews. One relative told us “Yes, the care plans are reviewed and updated monthly and are very person centred. [Person] has input into the creation of them. It says what [person’s] views are, such as how they like their personal care, the things they like to do, and what upsets them.”
However, some records were not person centred for example, one person’s records did not always refer to them using their preferred name. Another person’s records misgendered them several times and other records had repetitive, generic text.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
There was a strong and consistent staff team at the service, many of whom had worked with the people they supported for many years and knew their needs really well.
For one person who was struggling with anxiety there was evidence of staff working flexibly and collaborating with family and professionals to ensure care was joined up.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
For people who could not communicate verbally staff used a variety of aids to support their communication, for example, sign language, pictures and easy read documents.
Care plans included important, personalised information about people’s communication needs for example, “[Person] is able to make choices, express their needs, wants and feelings through speech using simple words and short phrases.”
Staff told us they knew when a person they supported felt uncomfortable by recognising their individual body language, facial expressions and gestures. This information was recorded in people’s mental health care plans.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Weekly meetings where people could express their views took place. The staff were regularly in contact with people’s family and had an open-door policy. One relative told us, “The [staff] keep me informed as [person] tripped and fell and they phoned to say they took them into AE for a check up just to be sure.”
During our visits we observed people regularly going to the office with a query or question for the registered manager who provided reassurance and guidance.
The registered manager told us no formal concerns or complaints had been raised either by people using the service or those acting on their behalf. This concurred with information held by Care Quality Commission.
The service was planning on sending out surveys to people and their representatives this year to gather their feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People were supported to access the community and were supported to health appointments.
Staff told us the importance of attending appointments with people. They said professionals might need help understanding how the person communicates and expresses themselves. By being there they can provide reassurance and the right information.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
Staff completed referrals to other services in a timely manner and ensured people had access to healthcare to maintain their wellbeing.
To ensure people were up-to date with health reviews the service tracked people’s dentist and optician appointments and their vaccinations, annual health checks and medication reviews.

Staff completed equality and diversity training and understood the barriers the people they supported may face.
Staff told us they were encouraged by people’s achievements and excited to see what people’s futures held.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.
End of life care plans identified important people to involve if someone’s health deteriorated. Care plans recorded if conversations might make people feel uncomfortable and whether it was appropriate to discuss certain topics with people. Care plans included goals, wishes and were outcome focused. For example, an aim for one person was for them to develop their social network and friendships outside the home environment. The plan to achieve this included staff supporting the person to identify and attend community social activities and gatherings with peers.