Lotus Care Marmaduke Street

We assessed 6 quality statements in the safe key question. The assessment of these areas indicated areas of good practice and improvements since the last inspection, our rating for the key question has improved to good. Lessons were learned from safety incidents and shared with staff to help minimise future occurrences. Incidents were reported and investigated, although records needed more detail to help better evidence any analysis of incidents. The environment and equipment were overall safe for people. Some hazards were identified on the day of our site visit, however they were removed immediately ensuring people’s safety. There were processes in place to protect people from the risk of abuse and harm. Risks to people were assessed and managed by staff who understood them. Safe recruitment processes were followed. People received care and support from the right amount of suitably skilled and experienced staff. People’s medicines were managed in a safe way.

We assessed 6 quality statements in the effective key question. The assessment of these areas indicated areas of good practice and improvements since the last inspection, our rating for the key question has changed to good. An assessment of people’s needs was completed in line with best practice guidance. People were involved in planning and reviewing their care along with those of importance. People were supported to maintain their nutrition and hydration needs and had choice over what they ate and drank. Staff worked effectively with other external bodies to help meet people’s individual needs and support them to live healthier lives. People’s care was regularly monitored in line with their care and risk management plans. People’s rights around their consent to care and treatment were respected and decisions were made in line with the principles of the Mental Capacity Act.

We assessed 3 quality statements in the caring key question and found areas of good practiceur rating for the key question has remained good. Staff were caring in their approach and treated people with kindness and respect and they promoted people’s choice and independence. People’s immediate needs were responded to in a timely way.

We assessed 7 quality statements in the well-led key question. The assessment of these areas indicated areas of good practice and improvements since the last inspection, our rating for the key question has changed to good. The provider had comprehensive governance and assurance systems with clear lines of responsibility and accountability. Governance systems and audits were mostly effective in identifying and addressing areas for improvement. There were some gaps in records and some environmental hazards, however they were immediately acted upon and better oversight of these was implemented. Leaders promoted a culture of continuous learning and improving the quality and safety of the service and ensured learning was shared across the staff team to help mitigate future risk. Leaders had the required skills and knowledge and promoted an open and transparent culture. People and staff felt empowered to speak up and were confident their voices would be heard. The provider worked with other external bodies to share learning and help improve the quality of people’s experiences.