- Homecare service
Lotus Home Care Hull
Assessment report published 29 July 2026
Contents
Ratings
Our view of the service
Date of assessment: 2 July 2026 to 15 July 2026. Lotus Home Care Hull is a care at home service providing ‘personal care’ services to adults, including older people, people living with dementia, children, and people with physical disabilities and sensory impairments. Not everyone using the service received a regulated activity. The Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People received care from staff who knew them well and who were committed to promoting their wellbeing and dignity. Staff spent time with people to understand their health concerns, providing a flexible approach to care when needed. One staff member told us, “We don’t do it for the money, we do it for the person.”
The provider had systems in place to protect people from abuse and avoidable harm. Staff understood safeguarding responsibilities, risks were assessed, and there were clear arrangements for reporting and learning from accidents, incidents and complaints. Recruitment processes ensured staff were suitable to work with vulnerable people, and staff received regular training, supervision and spot checks to support safe care delivery. The service worked effectively with healthcare professionals and other agencies to help people achieve positive outcomes and maintain their independence at home.
People and relatives described the service as flexible and responsive. Care packages were developed with people and their families and reviewed regularly. People told us staff adjusted support around their appointments and changing circumstances and worked with them to achieve the outcomes that mattered to them. Staff understood the importance of promoting choice, control and independence, and people consistently told us they were involved in decisions about their care.
The service benefited from strong leadership. Staff spoke positively about the support they received and described the registered manager as approachable,knowledgeable and responsive. One staff member said, “[The registered manager] is brilliant, if you don’t do what you are meant to do, they will pick it up.”
Systems were in place to gather feedback, monitor performance and drive improvement. The provider demonstrated a commitment to learning and development and invested in staff wellbeing initiatives to support the workforce.
However, we identified some areas where records and governance arrangements required further strengthening. Some care plans and risk assessments contained generic or inaccurate information and did not always reflect people’s individual circumstances. We also found improvements were needed to medicine recording. Although these issues had not negatively impacted people’s care and records showed people received their medicines as prescribed, existing auditing systems had not consistently identified these concerns. The registered manager was receptive to feedback throughout the assessment and had already begun considering improvements to strengthen oversight, care planning and record keeping.
Overall, people received good-quality, person-centred care from a service with a positive culture and committed leadership. The provider worked collaboratively with people, relatives and professionals to deliver care that promoted safety, independence and wellbeing. While further development of auditing processes was needed, these concerns did not have a significant impact on people's experiences or outcomes.
People's experience of this service
People were positive about the care and support they received from Lotus Home Care Hull. Feedback from people, relatives and staff consistently described kind, caring and respectful support which helped people remain independent and continue living safely in their own homes. People told us staff knew them well, treated them with dignity and respected their preferences. One relative told us, “[Person] loves their friendly face and having a conversation with them.”
People told us they felt safe with the staff who supported them. They described receiving reliable support with medicines and said staff responded appropriately when they needed additional help. One relative said, “I can’t thank Lotus enough. The consistency is incredible,” whilst another person told us staff were “very kind, very caring.”
People and relatives described staff as flexible and responsive. They gave examples of care being adapted around appointments, hospital admissions and changes in health needs. One person told us, “They are on time and they are flexible.” People told us staff supported them with personal care, household tasks and maintaining their wellbeing in ways that reflected what was important to them.
Staff feedback reflected these experiences. Staff described working hard to provide safe, person-centred care and spoke about building positive relationships with people. One member of staff said, “The staff try as much as they can to provide safe care for the clients. Try to create a bond with people and have good communication.” Another staff member told us they were proud because, “They give the best care, it’s all about the clients. Making sure they are safe and cared for.”
Overall, people’s experiences were positive. People, relatives and staff consistently described a caring, responsive service where people were treated with kindness, involved in decisions about their care and supported in a way that promoted their safety, dignity and independence. Relatives and professionals also described positive working relationships with the service and confidence in the care provided.