Essence Health 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 newly 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 told us they decided what support they needed and when this should be delivered. Staff told us they worked to support people in the way they preferred. One staff member told us, “[Person’s name] likes to sit and have a conversation with us, it is an important part of the call for them to have that chat, they love to interact, we talk first and then when they are comfortable, we move on to doing the other parts of the call.” The registered manager told us all risk assessments and care plans were written from a person-centred perspective to ensure they met individual needs; records we saw supported this.

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 care plans included information which guided staff on how to support people and were used to ensure people had continuity of care. The information in people’s care plans helped staff to meet people’s diverse needs. Staff understood people’s history and their preferences from reading the care plan and spending time getting to know people. Staff recorded what had happened at each call in a daily log which meant the whole staff team were kept informed about people’s care delivery.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received information in ways they could understand. People had their communication needs assessed, and staff used the information in their care plans to guide how they communicated with people. The registered manager told us information was available to people in other formats if needed.

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. People told us they had no complaints about the service but understood they could raise any concerns with the registered manager. The registered manager had a complaints procedure in place and details of how people could make a complaint were included in the service user guide given to people using the service. The registered manager had not received any complaints but could describe how these would be investigated and responded to if they did.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. The registered manager ensured staff understood people’s health needs and guided staff on how to promote the persons health and wellbeing. Care plans considered people’s health conditions and included information on how to support the individual to better manage their condition. This meant the staff understood people’s specific health conditions and could promote positive support for people.

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. The provider had an equality and diversity policy in place which set out guidance for staff on how to meet the needs of individuals taking account of their protected characteristics. The policy included guidance for staff on how to meet specific needs for example, cultural needs in ways that supported people’s privacy and dignity. The registered manager told us staff also had training in equality and diversity and care plans were designed to consider peoples individual needs.

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. There was nobody using the service who was at the end of their life. The registered manager told us they had spoken to people about planning for the future and there were systems in place to support people to make choices about their future wishes. However, this had not been agreed with those using the service. Systems were in place and the staff and registered manager told us they would work with people to develop care plans should the need arise.