Lotus Home Care Calderdale

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 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. A person told us, “They have all been friendly and helpful.” Staff told us they treated people with kindness and knew how to respect people’s dignity, comments included, “I listen to them, explain what is planned”, “Yes, dignity and respect all the time.”

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. Staff knew the people they were supporting well. They understood the person and their needs. A person told us, “They know me and my care is how I want it.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff knew people well and provided examples of how they support people in a way which meets their needs and promotes their independence. A staff member told us, "I make sure I listen to [person] and explain what the plan is. I always keep the [person] involved."

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. Staff demonstrated they understood signs and symptoms that a person may be in pain or discomfort and supported them accordingly. Information was included in care records about any pain management.

The provider cared about and promoted the wellbeing of their staff and enabled staff to always deliver person-centred care. The registered manager told us how they supported staff including weekly wellbeing checks, team meetings and regular check ins. This was corroborated by staff, a staff member told us, “I think the managers do their best and need recognition for this. They help us have a good work/life balance.”