Essential Homecare Ltd

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 service. This key question has been rated good. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 79 (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 was exceptional at making 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 consistently experienced exceptional person-centred care,characterised by warm, trusting relationships, flexible support and a deep understanding of what mattered most to each person. Feedback demonstrated, staff treated people as individuals and delivered care with genuine compassion, dignity and respect. One relative described the service as "Top drawer",adding that the team "Treat and relate to my mother as a person and not a job."

Care plans were detailed, holistic and tailored, setting out clear information about each person’s needs, preferences, routines and health conditions. Staff told us they read care plans thoroughly before meeting people, ensuring they understood daily routines, likes and dislikes, and any specific risks. This approach enabled staff to deliver care that was consistently aligned with individual wishes and promoted independence. People repeatedly told us staff, "Do what I want."; "Treat my mum like their own." and "Are like family."

Relatives described significant improvements in wellbeing, confidence and quality of life since receiving support. One family member said the service had “Made a world of difference” to both them and their parent, reducing stress and providing reassurance through excellent communication and responsiveness. People valued the ability to express preferences, such as visit times, routines, and specific tasks, and felt staff listened and adapted care accordingly. Several people highlighted how staff joked, chatted and created a relaxed atmosphere, helping them feel comfortable and respected.

Where concerns were raised, people felt confident approaching management, who were described as 'Approachable, quick to respond and very effective.'This openness strengthened trust and ensured people remained fully involved in shaping their care.

Care plans set out detailed, person‑centred information about each person’s needs, preferences, health conditions and daily routines. For example, 1 care plan we reviewed recorded key areas such as personal care, mobility, medication support, continence, nutrition, communication needs and equipment, ensuring staff had a clear understanding of what mattered to the person.

Across all care plans, staff were provided with clear guidance on risk management,mobility, personal care, medication administration and environmental safety. A staff member told us, “I ensure the care provided is person-centred by firstly before I meet the client reading care plan and previous notes to see their normal daily routines, what their needs are and their likes and dislikes as no one client is the same.”

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 experienced consistent, well‑coordinated care that supported continuity and smooth transitions between staff and services. Care plans contained clear, person‑centred information that enabled staff to deliver support safely and in line with each person’s needs, routines and preferences. Staff communicated effectively with colleagues, families and external professionals to ensure care remained joined‑up, particularly when people’s needs changed or when additional support was required.

Relatives valued effective communication systems such as the daily whiteboard which helped staff respond quickly to essential tasks and maintain consistency across visits. Staff were confident in escalating concerns and working collaboratively with health professionals, ensuring people received timely interventions and that care remained integrated and uninterrupted.

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

People received clear, accessible and regularly updated information,that supported their understanding of the service and involvement in their care. Each person’s communication needs and preferences were clearly recorded in assessments and care plans, ensuring staff shared information in ways people could understand.

A wide range of materials was available, including the Service User Guide, complaints procedure, quarterly newsletters, and staff profile, all of which could be provided in alternative formatson request. Information in care plans was kept up to date and shared during reviews,and newsletters were printed in large textand posted to people to ensure they were easy to read and refer to. People and families were also encouraged to share feedback directly with CQC, supporting transparency and continuous improvement.

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.

The provider monitored and responded to concerns raised by people and their relatives. With some complaints highlighting issues related to call timing and punctuality, most visits remained within the agreed 30‑minute call window and the provider communicated this clearly to people and provided additional supervision to staff to support improvements in timekeeping. To strengthen responsiveness, a late-call protocol was introduced to ensure people felt listened to and concerns were acknowledged and acted upon.

Essential Homecare also maintained an accessible and easy-to-use complaints process,offering information in formats people could understand and by encouraging feedback from service users, families and representatives. The organisation welcomed complaints as opportunities to learn and improve.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People experienced fair and equitable access to care, with staff ensuring support was provided based on individual need rather than circumstance. Care plans captured each person’s communication requirements; preferences and any adjustments needed such as large-print informationor support with hearing aids to make sure everyone could understand and engage with their care. Relatives told us they felt included and informed, supported through clear communication systems that helped maintain continuity and reduce barriers.

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.

People experienced equitable care, and staff ensured support was delivered consistently and without discrimination. Care plans captured each person’s needs, preferences and communication requirements, enabling staff to tailor care so everyone received the same high‑quality experience.

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.

Many people had chosen Essential Homecare specifically because they wished to remain independent in their own home for as long as possible, and care plans reflected this by setting out clear guidance on how staff could promote independencesafely and respectfully.

At the time of inspection, no one was receiving end‑of‑life care; however, the provider had systems in place to plan for and deliver this support when needed. Staff feedback about end‑of‑life training was mixed: some staff reported receiving an overview of how to provide effective support, while others said they would benefit from further training to feel fully confident in this area.