Essence Supported Living limited Also known as Essence House

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 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care was provided in a person-centred way, based around the needs of individuals. Care plans were mostly person-centred, drawn up with the involvement of the person and their relatives where appropriate. Staff understood the needs of individuals and people told us their needs were met. A relative said, “[Person] gets the care they want.”

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 registered manager told us that they did not support people to access local healthcare services as this was done by family members but added they could provide this support if required. People had the same regular care staff which helped to promote continuity of care.

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

People using the service spoke a first language other than English and all the care staff that worked with them shared that language. This helped ensure good communication between people and staff. The registered manager told us that family members were able to help with explaining any written documentation to people. The registered manager told us that if required they could provide information in alternative formats to help make information accessible to people.

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.

Systems were in place for listening to people. People told us the provider sought their feedback. The registered manager told us there had not been any complaints received, but there was a complaints procedure in place which set out a formal process for making and responding to complaints. People confirmed they had not had to make a complaint.

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

People had access to the care and support they needed. The provider supported people in areas such as personal care and meal preparation. This was done in line with people’s assessed needs. The times that people received support were agreed between the person and the provider, so they got support at a time they needed it.

The provider sought to ensure people had equity in experiences and outcomes. Care was person-centred so it was tailored around the needs of the individual. The provider met people’s needs around equality and diversity, for example, by preparing foods that reflected the person’s culture, and allowing people to choose the gender of their care staff.

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.

At the time of our inspection the service was not providing support to anyone who required end of life care, although the registered manager told us this could be provided in the future if required. The provider had an end of life policy to help guide staff practice in this area. People had completed Do Not Attempt Resuscitation forms within their care plans for staff to be aware of, although the provider was not involved with making these decisions.