Lotus Home Care, Rotherham

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.

Right Support There had been times when the care delivered did not meet people's expectations. This had been related to staffing shortages. People told us their care calls were too late or too early and the continuity of care staff had deteriorated. Some people did not feel comfortable when their preference for being attended by care staff of a particular gender was not met. The provider was working to manage people's care and reduce any risk. The provider had successfully recruited new staff, call times were stabilising and there was better staff consistency.

We have made a recommendation about the provider's business continuity planning in relation to staffing.

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.

Right Care People's care plans were up to date and detailed the care and support people wanted and needed, so care was person-centred. Risks to people's health and safety were identified and assessed to ensure safe care delivery for people. Overall, people's medicines were managed safely.

Right Culture There was a culture of continuous improvement and the provider had strengthened their systems for monitoring the quality and safety of the service. The provider asked people and staff for their feedback

about the service and this was used to learn lessons and make improvements. The provider had further developed and improved their systems and processes to make sure people were consulted and kept informed.