ESPA Agency

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received person-centred care which met their needs and preferences. Support plans instructed staff how to support people in line with their needs and wishes. Senior staff regularly reviewed people’s support plans with their involvement, to ensure they were up to date and reflected their needs, personal goals and aspirations. For example, to learn a new skills such as DIY.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People had access to healthcare services to support them to maintain good health and ensure they received continuity of care. People’s support plan records showed visits and engagement from a range of health professionals such as GP's, occupational therapist and dentist.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The provider was meeting the Accessible Information Standard. Information was made available in different formats to support people’s understanding, tailored to their individual needs. People had their communication needs assessed as part of their initial assessments and these were regularly reviewed. Alternative ways of communicating with people were detailed in care plans such as using picture cards or short sentences.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff discussed people’s care and support with people, relatives and health and social care professionals regularly. They set goals, then agreed and signed off plans of care, in line with people’s wishes and best interests.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood how to access specialist health and social care support people might need to improve their quality of life.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff completed regular training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured people’s health and social care needs were fully considered and met.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Support plans contained details of conversations staff had with people about their future, including end of life wishes.

People set goals and aspirations they wished to achieve in life. Support plans clearly documented plans in relation to people’s futures including when nearing end of life.