Lotus House

“People were empowered to make decisions about their support and control their own lives. People were supported to develop important life skills and grow their independence and achieve their goals. People kept in touch with and met up with people who were important to them. Staff understood what mattered to people and how to support them to live the life they want. People were provided with information in a way they could understand. People contributed to their individual care plans which reflected health and social needs. Risks to people were well understood by staff, with assessments in place focusing on how the service would support people safely whilst encouraging them to take positive risks. There were enough experienced staff to support people, who were recruited safely and had the training to meet people’s needs. Staff felt supported by management and worked well as a team. When an incident occurred, the appropriate action was taken to ensure risks were mitigated and any concerns were shared with the appropriate services and people. However, the provider did not always have effective governance systems in place to monitor and improve the quality of the service. The service did not sufficiently record how they supported people when they were distressed or anxious. This was pointed out to the management team who took immediate action to address this.”