Home Care Provider Owned by Lotus Home Care Ltd in East Riding of Yorkshire

Reply from gerry petts, Customer Experience Quality Officer at Lotus Home Care Hull

Thank you for your feedback. I'm sorry to hear that your experience did not match the arrangements you were given. The large number of different carers, inconsistent visit times, and variation in the level of assistance provided are clearly not in line with the agreed plan. We will review the scheduling, staffing assignments, and recording practices to understand why this occurred and ensure that future visits are consistent, timely, and focused on your needs.

Reply from Gerry Petts, Customer Experience Quality Officer at Lotus Home Care Hull

Thank you for reaching out and for your feedback. We appreciate your concerns and understand the importance of keeping to a consistent schedule for your mother's medication and mobility. We will do our best to ensure that the morning visits remain timely so that her medication routine is not disrupted. Additionally, while we respect her choices, we will continue to encourage her to get up and move around to support her mobility. If you notice any further issues or have any specific requests, please don't hesitate to let us know. We value your input and want to ensure your mother receives the best possible care.

Reply from Gerry Petts, Customer Experience Quality Officer at Lotus Home Care Hull

Thank you for reaching out and for your understanding of how busy our carers are. We sincerely apologise for the missed visit and for any inconvenience this has caused you and your daughter. We appreciate you notifying us in advance, and it's disappointing to hear that the message did not reach the carer in time. We understand how important it is for you to have a more predictable schedule, and we will do our best to improve communication and consistency with your care visits. We will review this with our team to ensure better coordination in the future. Your feedback is important to us, and we truly value the opportunity to provide you with the care and support you need. Once again, we apologise for any distress this has caused, and we appreciate your patience. Please don't hesitate to reach out if you have any further concerns.

Reply from gerry petts, Customer Experience Quality Officer at Lotus Home Care Hull

It's great to hear that the timing issues have been resolved and that your dad is receiving consistent care. We're also pleased that the medication ordering and collection process is now streamlined, making things easier for you. Your kind words about our staff's friendliness and care mean a lot. Thank you for your feedback.

Reply from gerry petts, Customer Experience Quality Officer at Lotus Home Care Hull

It sounds like you received good care overall, which is great to hear, especially considering it was arranged through the NHS. Your feedback highlights both positive aspects and areas for improvement, which can be helpful for the service to fine tune its approach. It's understandable that the variability in staff experience and the uncertainty around visit times might have been a bit inconvenient. Those things can sometimes add extra stress, especially when you're already managing recovery. On the plus side, it's wonderful that the care you did receive helped ease the load for both you and your wife during a challenging period. Your progress, even if slow, is encouraging, and I'm sure it's a relief to be gaining strength again. Wishing you continued recovery and a smooth journey ahead. Thank you for sharing your experience. It's valuable feedback and will be passed to the carers.

Reply from Gerry Petts, Customer Experience Quality Officer at Lotus Home Care Hull

Thank you so much for your kind words. We are truly grateful for your recognition. It was our priority to ensure your mother-in-law received the care and support she needed during such a challenging time. We are glad that our team, especially the manager, could assist in such difficult circumstances. Your appreciation means a lot to us, and we are always here to support you and your family. Thank you again for trusting us with your care needs!

Reply from gerry petts, Customer Experience Quality Officer at Lotus Home Care Hull

Thank you for your feedback. I understand that the timing of calls has been causing some issues, with gaps between calls. This can certainly disrupt daily routines, especially with the challenges you've mentioned, like meal times being affected, which can be concerning with health needs, such as diabetes. You have said that most staff are using equipment properly, though some are not fully familiar with all of it. It's essential for all staff to be adequately trained. The changes to call times, particularly without prior notification, is something that can be improved especially during meal times. I understand the concern regarding communication between overseas staff. It's important that all interactions are in English, not only to ensure clear communication but also to maintain social connection.T his will be passed on so that the scheduling can be reviewed, staff training can be addressed, and communication practices can be improved. Thank you again for your feedback.