Esk Moors Caring 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.

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 that support was tailored to what mattered to them. People told us carers understood their routines and preferences, adapting their approach sensitively when individuals were less engaged or needed additional encouragement. Staff supported people in ways that promoted comfort and reassurance to maintain safety while respecting privacy.

Relatives confirmed that care plans and day-to‑day support reflected people’s individual needs and changing circumstances. Staff communicated effectively with each other through daily notes and handovers, ensuring consistency and continuity so care was delivered in a way that felt personal and responsive.

The provider understood the diverse health and care needs of people and ensured support was delivered in a coordinated and consistent way. Relatives told us staff kept clear, structured records of each visit, helping ensure continuity even when different carers attended. People also said carers generally arrived on time, and when delays occurred due to weather or another person’s needs, the service communicated the reason, helping maintain trust and continuity.

Care documentation showed that information was routinely shared between staff through daily notes and office oversight, allowing updates or concerns to be passed on promptly to the next carer. The service also coordinated effectively with external professionals, such as social workers and GPs, ensuring people experienced joined up care across agencies.

The provider supplied people with clear, accurate and up-to‑date information in ways that suited their needs. People told us daily records were completed consistently and were available in their homes should they wish to review them. One person said, “carers sit down and put something in every day,” and that entries were always completed before staff left. Relatives also confirmed information in home folders was clear when reviewed, helping them stay informed about ongoing care.

The service ensured information was accessible and kept current through routine updates to care plans and daily communication processes. Care records were maintained in structured formats, allowing people and relatives to understand what support had been provided and any changes made.

The provider made it easy for people to share feedback and raise concerns about their care, treatment, and support. People told us they knew how to contact the service if they had any worries, and those who had raised an issue said it was dealt with promptly and satisfactorily. One person explained that a previous concern was, ‘instantly resolved,’ and the carer involved no longer supported them. Relatives also said they would feel comfortable speaking directly to the manager or office if anything needed addressing.

People felt staff involved them in decisions and kept them informed when plans changed. They said carers explained what they were doing and checked how people wanted tasks carried out, helping them feel listened to and respected.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. People told us carers generally arrived on time, and when delays occasionally occurred, usually due to weather or another person’s needs, the service contacted them to explain, helping maintain confidence in the reliability of care.

People also described how the service adjusted visit times when required, including offering later calls at weekends so individuals could have more flexibility in their daily routines. This ensured people received support in a way that was accessible and responsive to their preferences.

The provider also ensured access to support during adverse conditions. During severe weather, when travel was not possible, staff made proactive welfare calls to ensure people remained safe and supported, highlighting the service’s commitment to equitable access even in challenging circumstances.

Staff and leaders actively listened to information about people who were more likely to experience inequality and tailored their support accordingly. People told us staff understood their specific vulnerabilities, including emotional and mental health needs, and told us they adjusted their approach to provide reassurance and encouragement when required. Relatives also highlighted that staff recognised individual risks, such as susceptibility to financial exploitation, and acted protectively, ensuring people received fair, safe, and appropriate care.

The service demonstrated consistency in delivering equitable outcomes, with people reporting reliable care, continuity of staff, and flexible arrangements that respected their personal circumstances and preferences. This helped ensure people experienced a fair, inclusive service that adapted to their individual needs.

People were supported to plan for important life changes, so they could make informed decisions about their future. Care plans recorded key personal information, including involvement of significant others, end of life wishes, and preferences that would guide future care decisions. Relatives confirmed the service checked in regularly and reviewed care when needed, helping to ensure support stayed aligned with changing needs over time. Staff also helped people remain as independent as possible as their needs changed, encouraging them to continue doing tasks themselves while providing appropriate oversight and reassurance. This approach meant people remained in control of their care, with plans adapted sensitively as their circumstances evolved.