Lotus Home Care Calderdale

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People and relatives felt staff knew what was important to them. A relative told us, “I believe they do, some of them are really good at talking to [person], interacting with [person]. I like the service and appreciate them.” Processes in place ensured care was personalised to people’s individual needs and this was evidenced in documentation. Care packages were regularly reviewed to ensure care was aligned with people’s needs. Staff understood the provider’s objective to provide person-centred care and they acted in line with this. One staff member said, “I always talk to people. It’s all about communication.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People and their relatives told us they received personal care and support from staff who they knew and who knew their individual needs, preferences and daily routines. A relative told us, “They try to keep the same ones. Carers are fantastic and passionate about their job.” Staff were familiar with the personal care needs, preferences and daily routines of the people they regularly supported. Care plans contained detailed information about people’s personal care needs, preferences and daily routines.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they would provide documents in other formats if needed. People were able to have a paper copy of their care record in their home if needed. People and their relatives could access information on a mobile device application. Documentation evidenced the provider considered people's communication needs as part of their initial assessment and during ongoing reviews.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had systems and processes in place to understand the diverse health and care needs of people living at the service. The provider ensured care was joined-up, flexible and supported choice and continuity. Staff told us they supported people with activities and made referrals when needed. People's care plans included details of partners and external services which people accessed or needed to access.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were provided with the care and support they wanted based on their specific needs. Staff understood people had a right to be treated equally and fairly. Staff demonstrated a good understanding of people’s diverse cultural and spiritual needs, and how to protect them from discriminatory behaviours and practices. People’s care plans contained detailed information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met. This meant staff had access to information about how people should be supported with their specific cultural, spiritual needs and wishes. Training records showed staff received equality and diversity training to help them make sure people were not subjected to discriminatory behaviours and practices.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Overall, people received appropriate care and support at a time which suited their individual needs. The registered manager understood people’s right to equity in accessing care and support. They gave examples of how support was adjusted to meet people’s individual preferences.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People and their relatives were involved in advanced care planning and in important decision making when appropriate, this was evidenced in care records. All people had personalised end of life care plans in place. Staff supported people to plan for important life events and the end of their life. All staff received end of life training. The management were passionate about how they provided end of life care and demonstrated how they supported people and staff after people who used the service had passed away, for example there was an end of life tree in the office for staff to celebrate people who were deceased.