Lotus Home Care Limited

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.

Risk management, including infection control, as well as the planning and delivery of safe care, at times needed to be improved. We made a recommendation. However, oversight at local and provider level had identified most of the issues we found. A restructuring of the office and the governance of the service had been implemented to make the improvements needed. This included a focus on ensuring more frequent consultation of people and involving them in the service. A new manager was in post and overseeing the service alongside the existing registered manager. They re-introduced a newsletter, to start improving communication with people.

Person-centred care was underpinned by individualised plans. Although we saw variation in the level of detail, there was also evidence of a good knowledge of people's life stories and understanding of their needs. We received positive feedback about the outcomes the service helped people to achieve in partnership with other professionals and staff gave us examples of this. Staff felt well supported and were involved in the service through regular meetings. Staff spoke of people with warmth and understanding of the role they played in reducing people's isolation, maintaining their independence and promoting their quality of life.

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.