Lotus Care Marmaduke Street

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

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.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and family members felt staff were kind and respectful. Comments included, “Feel I am always treated well when visiting mum, staff will tend to leave us and give us privacy too” and “Mum is always treated really well by staff, they are great with her.” People provided examples of how staff respected their dignity. One person commented, “They close curtains when getting me changed.”

Staff provided examples of how they treated people with kindness and compassion and how they respected people’s privacy and dignity. They told us they knocked on doors before entering people’s bedrooms and provided personal care to people in private.

Feedback from partners confirmed people were treated with kindness and respect. One external professional told us, “Most of the time on my visits and speaking with residents they advise they receive care to meet their needs, staff do treat people with dignity.”

Staff were observed treating people respectfully. They promoted people’s privacy when speaking with them and providing personal care.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us they were supported to maintain important relationships. Family members said they visited their relative regularly. A family member commented, “I can visit mum any time. There are no restrictions.” People and family members told us there was a lack of activities available and they would like to see more activities. People told us they were offered choices such as when they get up or go to bed and at mealtimes. One person commented, “If I do not like what is on the lunch time menu, the staff will always make me something else instead, like cheese on toast.”

Staff told us how they respected people’s independence and choice. They used examples such as offering choice and encouraging people to do as much as they can for themselves. Staff explained how they supported people to maintain important relationships with family and friends.

We observed staff respecting and promoting people’s dignity, choice and independence. For example, during lunchtime, we observed staff asking people what they wanted to eat and offering people different choices and options.

Processes were in place to help ensure people were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing. Peoples’ care records evidenced their understanding of their care and treatment was reviewed. The visiting policy ensured people were supported to maintain relationships and networks that were important to them. Processes ensured people had access to activities and the local community to promote and support their independence, health and wellbeing. Systems and processes helped to ensure there was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment. Although peoples’ care records contained guidance for staff about what equipment should be used to mobilise people safely, further detail was required, for example, specifying the size and type of hoist slings.

People told us staff responded quickly to their calls for assistance and had called upon other medical professionals if required such as a doctor or paramedics. However, a family member provided examples of when they thought staff had not responded promptly following a change in their relative’s health. This was discussed with the manager and were assured about the person's health needs.

Staff showed a good understanding of people’s needs and were confident about recognising and responding to any changes. Staff confirmed they received updates about people’s needs through daily handovers.

Our observations showed people’s needs were understood and responded to by staff in a timely way. We observed staff responding to call bells and people’s request for assistance in a timely way.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.