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Inspection Summary


Overall summary & rating

Good

Updated 1 August 2019

About the service

Lotus Home Care agency is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to younger and older adults. At the time of inspection 65 people were using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People said they felt safe with the service provided. They trusted the workers who supported them. There were enough staff hours available to meet people's needs in a safe and consistent way.

People were supported to access healthcare advice and assistance with their nutrition and hydration when this was needed. People and their relatives told us they were involved in and directed their care, making their own choices and decisions.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and relatives said staff were kind, caring and supportive of people and their families. Privacy and dignity were respected and people’s independence was promoted.

Systems were in place for people to receive their medicines in a safe way. Risk assessments were in place and they identified current risks to the person as well as ways to keep them safe.

Records provided some guidance to staff to ensure people received safe and appropriate care and support. Information was accessible to involve people in decision making about their lives.

Staff had a good understanding and knowledge of people’s care and support needs. They received regular supervision and support.

We have made a recommendation about staff training.

Communication was effective and staff and people were listened to. Staff said they felt well-supported and were aware of their responsibility to share any concerns about the care provided.

People's views and concerns were listened to and action was taken to improve the service. The provider undertook a range of audits to check on the quality of care provided.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 29/06/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on when the service was registered.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 1 August 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 1 August 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 1 August 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 1 August 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 1 August 2019

The service was well-led.

Details are in our well-led findings below.