Epicare

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.
This is the first assessment for this registered service. This key question has been rated 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’s care plans fully reflected their physical, mental and emotional needs, including those related to protected characteristics under the Equality Act. People received care and treatment that was individually tailored for them. People using the service told us, ‘‘In our religion prayer times take place several times a day and this changes throughout the year, so this affects visit times and Epicare will always accommodate this” and “Yes, they are very responsive to any changes we might need, they are flexible and will always work with us to find a solution”. The service provided out-of-hours support if people and their relatives needed it.

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. the provider maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members. People using the service confirmed they were supported by the same staff, which helped promote continuity of care. People told us, ‘‘Yes, we get the same staff which provides good continuity, if there is an issue e.g. holiday, sickness, they will often bring the replacement worker to introduce them’’ and ‘‘I have regular staff, however if they cannot attend then the relief staff are also very good.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service made information available in accessible, safe and secure formats. People were able to access their care records when they wished, in a way they could easily understand.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result. The service appropriately supported people to give their feedback, share ideas or make a complaint. People using the service confirmed they knew how to raise a concern or complaint. People told us, “The best thing about the service is that they listen, they will discuss if there are any issues and they are very responsive”, “Yes, they always asked for input about anything to do with my care and support, and they regularly check that I’m satisfied with the care provided.” and “Yes, the managers will phone and carry out house visits to check that we are happy with the service [family member] is receiving.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider offered flexibility and made reasonable adjustments to ensure equal access to the service for all. This included providing appropriate mobility aids and offering support outside of regular hours or in emergencies. Staff told us they supported people with accessing the GP and other healthcare professionals. This helped to remove barriers for people who may have found it difficult to access care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Staff had a good understanding of the people who use their service that are most likely to experience inequality in experience or outcomes. They took steps to reduce barriers to inclusion and worked with other professionals to ensure people achieved the right outcomes. Care plans supported equity in both experience and outcomes. For example, people with limited mobility had access to specialist equipment and scheduled support, which enabled them to access the community. The provider had policies in place and in-line with current best practice guidance around workforce equality and diversity. Staff completed equality, diversity, and inclusion training to help them recognise and address discrimination effectively.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The service was not providing end-of-life care at the time of our assessment. However, people’s decisions and what mattered to them were reflected in personalised care plans. People using the service were supported to make informed choices about their care while they had the capacity to do so.