Lotus Home Care Hull

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good.This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Feedback from people using the service and their relatives showed staff had developed positive relationships and took time to get to know people well. One person told us, “The carers are so friendly, they treat me with respect and privacy, they are so nice.” Another person said, “[Staff member] is kind and caring and I would miss them if they didn’t come.”

Staff spoke positively about the care they provided, and one member of staff said they were proud because “they give the best care, it's all about the clients. Making sure they are safe and cared for.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were treated as individuals, Staff described working flexibly with people and planning support around what was important to them. One member of staff told us they “try to keep the same people” and would work with clients to plan what was needed. People and relatives told us staff knew them well and provided consistent care wherever possible.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff understood the importance of enabling people to remain as independent as possible while providing support when required. People described being encouraged to do what they could for themselves and receiving support that promoted their wellbeing and safety. One person told us, “I am fairly independent” and explained staff were available to support them when needed. Another person described how staff helped them manage appointments flexibly and adapt support around their daily routine.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and relatives gave examples of the service responding flexibly to changing circumstances, including adjusting call times, arranging additional support and responding appropriately when people experienced falls or health concerns. One person told us, “If I have an appointment first thing, I message Lotus and they get someone to me earlier.” Staff demonstrated a clear understanding of what action to take during emergencies and described reporting concerns promptly and ensuring people remained safe until further help arrived. Staff recognised when people's needs had changed and reported this to the office so care could be reviewed. This helped ensure people continued to receive support that met their needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working for the service and told us they felt supported by the registered manager who was approachable and honest. Staff received regular supervision, spot checks and training, and told us this helped them reflect on their practice and maintain their skills. The provider had invested in staff wellbeing through recognition schemes and had recently provided additional schemes for staff to access mental health support if needed.