# Lotus Home Care Wakefield *Operated by Lotus Home Care Limited.* Lotus Home Care Wakefield is a CQC-regulated home-care agency in Wakefield. ## CQC Ratings | Key question | Rating | | --- | --- | | Overall | Good | | Safe | Good | | Effective | Good | | Caring | Good | | Responsive | Good | | Well-led | Good | Rating published: 17/03/2025 ## Practical info - Postcode: WF1 5PQ - Registered manager: Kirkland, Denise - Local authority: Wakefield - Region: Yorkshire & Humberside - City: Wakefield - Last CQC check: 17/Mar/2025 - 00:00 ## Inspection findings ### Other - Finding - Evidence: The registered manager was aware of duty of candour regulatory requirements. - Published: 2024-06-04 - Finding - Evidence: The service worked with a range of professionals, commissioners and other organisations. - Published: 2024-06-04 - Finding - Evidence: PPE supplies were adequate and available for staff to collect from the office. - Published: 2024-06-04 - Finding - Evidence: People and relatives spoke positively about individual care staff, describing them as outstanding and caring. - Published: 2024-06-04 - Finding - Evidence: Staff had received safeguarding training and knew how to recognise potential abuse. - Published: 2024-06-04 - Finding - Evidence: Staff were recruited safely with evidenced safe recruitment programme. - Published: 2024-06-04 - **leadership** _(moderate)_ - Evidence: One member of staff told us, 'I don't feel supported. I can only get in touch with the office if I put my number as withheld. They won't answer if they know it's a carer ringing.' - Published: 2024-06-04 - **communication_with_families** _(moderate)_ - Evidence: A relative said, 'We've complained loads of times… don't hear anything.' One person told us, 'It's like talking to a brick wall'. - Published: 2024-06-04 - **person_centred_care** _(moderate)_ - Evidence: The planning of people's care was not person-centred, up-to-date or reflective of their changing needs or concerns. - Published: 2024-06-04 - **consent_capacity** _(moderate)_ - Evidence: We saw a best interest's assessment had been completed for each person [assessed as having capacity]. This is not in line with the requirements of the Act. - Published: 2024-06-04 - **infection_control** _(moderate)_ - Evidence: 'I am not happy with [staff]. They are not wearing masks properly; it doesn't cover their noses and they don't wear aprons.' - Published: 2024-06-04 - **incident_learning** _(moderate)_ - Evidence: The registered manager told us lessons learnt were shared with staff via staff meetings. However, the agendas and minutes of staff meetings we looked at did not record any of these conversations. - Published: 2024-06-04 - **safeguarding** _(moderate)_ - Evidence: Another member of staff said, 'We have to go to the office normally to raise one. I didn't know we can just raise them ourselves; it's office staff who do that.' - Published: 2024-06-04 - **medication_management** _(moderate)_ - Evidence: A second member of staff told us, 'There was no training with Lotus. Just training on dosette boxes and how to check it.' - Published: 2024-06-04 - **record_keeping** _(moderate)_ - Evidence: Some care plans had not been scanned correctly onto the electronic system and sentences recorded on the top and bottom of pages were missing. - Published: 2024-06-04 - **governance** _(critical)_ - Evidence: Systems to assess, monitor and improve the service were not sufficiently robust and management oversight was not evident over key aspects of the service. - Published: 2024-06-04 - **missed_or_late_visits** _(critical)_ - Evidence: 'The carers should have been on site at 9am but hadn't turned up until 11.30am' and 'The staff I cannot fault. It's the times that are the problem.' - Published: 2024-06-04 - **staffing_levels** _(critical)_ - Evidence: One relative told us their relative had 27 different care staff within a 13-day period. A member of staff said, 'Clients have no consistency of care.' - Published: 2024-06-04 - **care_planning** _(critical)_ - Evidence: One person's care plan contained contradictory information. The care plan stated the person was unable to walk or weight bear but also instructed staff to prompt the person to use equipment when walking. - Published: 2024-06-04 ### safe - Finding - Learning lessons when things go wrong - Published: 2024-06-04 - Finding - Preventing and controlling infection - Published: 2024-06-04 - Finding - Systems and processes to safeguard people from the risk of abuse - Published: 2024-06-04 - Finding - Using medicines safely - Published: 2024-06-04 - Finding - Staffing and recruitment - Published: 2024-06-04 - Finding - Assessing risk, safety monitoring and management - Published: 2024-06-04 ### well_led - Finding - Working in partnership with others - Published: 2024-06-04 - Finding - How the provider understands and acts on the duty of candour - Published: 2024-06-04 - Finding - Engaging and involving people using the service, the public and staff - Published: 2024-06-04 - Finding - Promoting a positive culture that is person-centred, open, inclusive and empowering - Published: 2024-06-04 - Finding - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements - Published: 2024-06-04 ## Source Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-4258816851 HomeCare Compass is an independent guide and is not affiliated with the CQC.