Home Care Providers Owned by Lotus Home Care Ltd in South Yorkshire

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

Thank you for taking the time to share your feedback. We're really pleased to hear that you've noticed improvements in our service since the start of the COVID pandemic and that you feel respected and supported by our care staff. We understand that changes in care staff and management can sometimes affect consistency, and we appreciate your patience as we continue to strengthen our team.It's great to know that communication around cancelled calls has improved, and we will take on board your helpful suggestion about keeping clients informed of any major delays. Feedback like yours helps us identify where we can do better, and we're committed to ensuring your experience with us remains positive and reliable.Thank you again for your trust in Lotus Homecare.

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

Thank you for your message. I'm really glad to hear that your mum is happy with the support she receives and that she gets on well with her carers - that's very important to us.I'm sorry to hear, however, that despite your previous call, male carers are still being assigned for personal care. We completely understand and respect your mum's preferences, and this should have been noted and followed accordingly. We will review her care notes and ensure that only female carers are assigned for any personal care tasks moving forward.Thank you for bringing this to our attention again, and please don't hesitate to reach out if there are any further concerns.

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

Thank you for your feedback , we really appreciate you taking the time to share your experience. We're pleased to hear that you find the delivery of your care professional and helpful.We're sorry to hear that you sometimes feel unheard, particularly around your access to paracetamol. We understand how important it is to manage pain effectively and consistently. We'll look into this and speak with the care team to ensure there's a clear, consistent approach that supports your needs while keeping you safe.Your comfort and well being are very important to us, and we'll do our best to improve this part of your care. Thank you again for bringing it to our attention.

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

Thank you so much for your kind words and thoughtful feedback. We're truly grateful to hear that you're happy with the service and care our team provides. It means a lot to know that your mum feels comfortable, respected, and safe in her home. That's exactly what we strive for every day. We'll make sure to pass on your appreciation to the entire care team. Thank you

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

Firstly, we're truly sorry to hear about the distressing issues you and your wife have been facing. While we're glad to hear you find our carers friendly and caring, We take this very seriously. We completely agree that timely visits, proper hygiene care, and clear communication are essential for your wife's comfort and well being.We will urgently look into why calls are running late and why you are no longer receiving updates when there are delays. We will also remind all carers of the importance of changing bedding when needed and ensuring your wife is thoroughly dried to prevent any discomfort or sores. Your trust in us means a lot, and we want to make sure your wife gets the dignified and compassionate care she deserves.Thank you again for bringing this to our attention - we truly appreciate your honesty and patience.

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

Thank you for taking the time to share your concerns with us. We sincerely apologise for the inconvenience you've experienced with communication and delays. This is certainly not the level of service we aim to provide. We appreciate you giving us notice when cancelling sessions, and it's clear we need to improve how this information is passed on to our carers. We also understand how frustrating it is to be left waiting, especially for essential care like your morning shower. Please be assured that we take your feedback seriously and will review our processes to ensure better communication and punctuality in the future.

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

Thank you for your kind feedback. We're so pleased to hear that the manager was professional, respectful, and thoughtful throughout your visit. It's heartening to know that she took the time to speak with your dad and share his memories, and that she listened carefully and offered helpful suggestions. We're glad the process felt easy and reassuring during what we understand can be a sensitive time. Your comments mean a great deal to us.

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

Thank you so much for your heartfelt commendation. It's truly wonderful to hear about the exceptional care and kindness shown by the teams at Lotus Rotherham. Your words highlight the dedication and compassion that often go unnoticed in the care sector, and we're sure this will mean a great deal to them. We're especially pleased to hear that your mum feels heard, cared for, and happy in their hands. It's a testament to the difference they are making in her life. Your recognition of their efforts, especially in challenging weather and amidst your own health concerns, speaks volumes about their commitment. We're also glad to hear that your mum feels heard, valued, and happy in those small moments, like doing her hair and finding something she appreciates. This will be passed to the Team.