Lotus Home Care Hull

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.This is the first assessment for this newly registered service. This key question has been rated 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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. However, improvements were needed to make sure records consistently reflected people’s lifestyles, preferences and circumstances.Care plans contained information about people’s immediate care needs and were written in a person-centred way. Packages of care were developed with people and their families and reviewed regularly.However, it was identified that there were missed opportunities with records to include more information about people's hobbies, interests and routines to help staff understand what mattered to them. In addition, some risk assessments contained generic information that did not reflect the individual person. Records would benefit from more information around people’s associated health concerns along with additional information on how staff should act in emergencies. People had not been affected by this, and staff understood the importance of responding to changes in people’s needs. However, further improvements to care planning were needed to ensure all records consistently provided staff with personalised and accurate guidance. The registered manager took feedback on board during the inspection and planned to improve this.

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.

People and relatives told us staff responded well to changing circumstances and worked alongside healthcare professionals when required. Evidence showed the service worked with social care professionals, occupational therapists, GPs and wellbeing teams to review and coordinate care. There were systems in place to manage and schedule care calls. Staff told us care calls could be adjusted when needed and people confirmed the service was flexible in responding to appointments and changing circumstances.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The provider shared information with people in a way they could understand and ensured staff had access to information they needed to deliver care. People and relatives told us communication with the service was good. They knew how to contact the office and said calls were returned promptly when support or advice was needed. People’s preferred way of communicating had been recorded within the care plans and information was provided in an accessible way. Some relatives used electronic systems to monitor visits and view information about care delivery.

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.

There were systems in place to gather feedback from people, relatives and staff. Feedback was reviewed and used to support learning and improvement. Complaints were investigated, and the registered manager showed openness when things had gone wrong, including apologising where appropriate.

People and relatives told us they were involved in discussions about care and reviews. Staff spoke positively about working with people to understand their wishes and adapt support to meet their needs. Relatives described being kept informed and consulted during significant events such as hospital admissions and care reviews.

The provider made sure that people could access the care, support and treatment they needed when they needed it.The service monitored care calls and adjusted schedules where required. Staff described covering additional calls during emergencies and periods of sickness to minimise disruption for people. No barriers were identified to people accessing the service or their care and support.

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.Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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.The service had processes to support future planning, this included working with reablement teams to support people to become more independent, recovering after accidents or illness. There was support for people who required end of life care, people’s preferences were recorded so the staff could act accordingly when the time came.