Essence Health Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity, and respect.This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us they were happy with the support they received from staff which they felt was well organised and helped them stay independent." Staff told us they got to know people well and built trust with them over time. One staff member told us, “We all work together with [person’s name] in partnership, this helps encourage [person’s name] and they have really improved their quality of life.” The registered manager told us all staff had observed practices whilst working with people, so they were assured they showed kindness, compassion, and protected people’s dignity.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us they were supported as individuals and directed their own care deciding on when they should receive their calls. Staff told us they offered support to people in the way they preferred and were guided by the care plan and the persons wishes. The registered manager told us the care plans were detailed with people’s preferences and the records we saw supported this. For example, care plans included information about how people required support with their personal care needs and how to plan and prepare healthy meals, these were personalised to indicate the level of support and encouragement the person needed.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. People told us the service helped them to maintain their independence. Staff could describe how they supported people through prompting and encouragement to do things for themselves. The registered manager told us people were in control of their care, directing staff on how they preferred to be supported. Care plans and care records supported what we were told.

The provider listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern, or distress. People felt the service was responsive to their needs. The registered manager told us they were flexible, adjusting peoples care calls to meet their needs when needed. Staff told us about 1 person who had access to emergency support through their accommodation if they needed help at times when they were not in receipt of a care call.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us the service was small, and they worked closely with the staff members employed to offer them support. The staff confirmed they felt supported by the manager. One staff member told us, “The registered manager is very supportive, they are always available to give advice and it’s a good job, I like working here.”