ESPA Agency

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. A relative commented, “Staff are very pleasant and have been recruited well. No matter how challenging service users are, and [Person] has been challenging over the years, they never give up on anyone. The staff are caring, and I am so pleased [Person] is there. Staff really seem to value [Person] and other service users.”

Staff treated colleagues from other organisations with kindness and respect. A health and social care professional spoke positively about staff and management.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Support plans were detailed and person-centred, containing clear information about people’s individual choices and preferences regarding how they wished to be supported. Staff had access to guidance on meeting each person’s cultural, social, and religious needs. This ensured that care was delivered in a respectful and inclusive way, supporting people to maintain their identity and beliefs.

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A staff member said, “In my role, I have supported individuals to maintain their independence, encouraged them to make their own choices in daily activities, and promoted wellbeing by actively listening to their preferences. I have also helped [people] engage in activities that bring enjoyment and meaning, ensuring they get the best out of life.”

Staff encouraged people to take part in activities to improve their social stimulation. A relative told us, “Staff watch [Person’s] favourite TV programmes with them and read to them.” Staff focused on people’s strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life. People were supported by staff to pursue their interests. For example, a person regularly worked on a farm, and another person was supported to complete health and safety checks at the provider’s head office, a college as well as working in the onsite workshop.

Staff supported people to maintain relationships with those important to them and to access the local community. A relative said, “There are a lot of good things in [Person’s] life. They really like walking and staff are very imaginative about where they take him. They like to cover long distances, and he visits castles and mountains.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff knew people well and were attentive to their needs in a timely way. A relative told us, “Staff talk about [Person] in such a positive way. They (staff) seem to be very concerned about whether they are safe and know strategies to help try and divert them when they are upset.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff confirmed that the management team supported their wellbeing to make sure they could give their best to people when at work. A staff member told us, “I feel well supported because my team leader is very supportive likewise my colleagues. I receive regular supervisions where we discuss my progress.”