ESPA Agency

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People's needs were assessed prior to using the service and reviewed on an ongoing basis. This meant the registered manager could make sure staff were able to effectively meet people’s needs.

Senior staff developed support plans from assessments, for each identified risk or care need, to guide staff on how to support people to meet their needs safely and effectively.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People’s nutritional needs were assessed and met. People were in control of what they ate and drank. Staff encouraged people to enjoy a healthy balanced diet but also respected their choices and decisions in relation to food and drinks.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The provider worked well with other services when supporting people to transition between services. A staff member told us, “The best thing about working for ESPA is the difference you make to the clients lives and the life you help them to lead. One example I am proud of is a service user we supported into their own flat and made it so they could live a more independent life with minimal hours of support.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People and relatives told us staff arranged for people to see the health professionals, when required. A person said “I would say it is 100 per cent effective support. They (staff) understand me, and I trust them, I have never had this before. Staff help me with appointments and when I struggle, they support me. I have come out of my shell a lot more since I have been with ESPA.”

Care records documented the engagement people had with health care professionals and recommendations were incorporated into support plans and followed by staff.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. A relative told us, [Person] was mentally unwell when they were cared for by another provider but they are really good now. They are doing well and have hugely improved. Not only has [Person’s] mental health improved because of ESPA, but mine has as well and I now feel I can have a retirement. ESPA show case care to the whole family not just the individual they support. They are like professional friends.”

Staff regularly reviewed people’s support plans with them, to ensure they reflected their needs, preferences and choices. Staff supported people to set and achieve their goals, resulting in positive outcomes. For example, a person was supported to live independently, in their own flat.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff understood and followed the Mental Capacity Act and associated codes of practice. A staff member told us, “I always ask for consent from service users before conducting the necessary care and support they require. If the service user is non-verbal, again, I still ask or explain to them before proceeding, but ensuring I follow the care plan in place for that individual. If I had any concerns prior to conducting care and support with an individual, I would discuss with my line manager or on call manager prior to proceeding.”

People made their own choices and decisions on a day-to-day basis about what they did, what they ate and how they filled their time.