Lotus Community Care Service

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

We assessed 7 quality statements from this key question. The provider had good systems in place to monitor and check the quality of care. People and relatives told us they were involved in the service. Staff told us they were well supported by the management team. The culture in the service was open and transparent. Staff were encouraged to speak up and make suggestions on improvements. The leadership team had good oversight of the service.

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.

Staff understood the purpose of the service and what they were trying to achieve together. A staff member said, “We are all here for the people we support to see that they have as independent a life as they can with our support.”

The provider recruited staff based on their values and how they aligned with the service values. The culture was open and transparent within the service. Staff were encouraged to engage with the leadership team, which helped staff feel valued as part of the organisations overall purpose.

Staff told us the managers were approachable and valued their opinion. One staff member said, “The manager is very supportive and encouraging, [they] are very knowledgeable as well.”

There was a process to ensure that the right people were employed by the provider. The manager had a significant amount of experience and understood their responsibilities. They had an open-door policy, which meant staff could seek guidance when needed.

Staff told us they were encouraged to speak up in meetings. They did not have any concerns about consequences. A staff member said, “Residents have meetings and relatives, and health care professionals can feedback to the manager, or us there are forms in the hallway and we encourage people to complete them.”

The provider had a process to ensure staff or others can report concerns. There was a whistleblowing policy and procedure in place. This meant staff could seek guidance when needed.

Staff and leaders told us they valued diversity. For example, staff could have time at work to follow their faith if they needed this.

The provider recruited staff from different backgrounds. Staff were treated well and valued for their input. The provider had a diversity and inclusion policy. This meant staff could be confident that they would have equal opportunities offered to them by the provider.

Staff and leaders told us they needed to carry out regular health and safety checks. This was done to ensure people were kept safe.

The provider had a system in place to monitor the quality of care. Audits of the quality of care were completed regularly, and actions were put in place to make improvements. Staff discussed and reflected on the outcome of the audits in team meetings. The leadership team had good oversight of the service.

People had input from health care professional which meant their care needs could be met.

Staff supported people in the community and understood the importance of community access and engagement.

Feedback from partners was very positive about the home and service being provided to people.

People were supported to access the community and care plans outlined activities people liked to take participate in. Hobbies, interests and preferences were outlined in people’s care plans. This meant people could make choices about what activities they would like to do based on their wishes and preferences.

Staff and leaders told us there is a leaning culture within the service. A staff member said, “We always go over incidents at team meetings to see what happened and how we can make sure they don’t happen again.”

The provider had a process to ensure that improvements were made within the service following an incident. Support plans for people were updated to show any learning from incidents. Improvement plans were in place for the service outlining what the expected outcome would be. This enabled staff to maintain focus on areas for improvement.