ESPA Agency

Systems and processes were in place to assess risks to people and ensure they were safeguarded from avoidable harm. The provider learned from accidents and incidents to mitigate future risks. Infection prevention and control processes were in place and followed by staff. There were enough trained and competent staff to support people and keep them safe. Staff safely administered and managed people’s medicines.

Staff supported people with their nutritional needs and to access a range of health care professionals, when needed. People were supported to have maximum choice and control of their lives, and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

Staff supported people in a kind, caring way and respected their decisions and choices. Staff focused on people’s strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life. A staff member told us, “Working for ESPA Agency has been a positive experience. The agency provides flexible work opportunities, supportive management, and excellent access to training. I particularly value the strong focus on person-centred care, which ensures that individuals’ needs and choices remain central.” People received person-centred care and support plans detailed how they wished to be supported. Staff knew how to effectively communicate with people and different communication methods were detailed in care records. People were supported by staff to pursue their interests.

The service was well-led. Feedback received from people, relatives, staff and a health and social care professional about the service was very positive. A relative told us, “The organisation is well-led, in fact, I would say it is superb. All staff are well trained and I would heartily recommend the organisation to anyone else.” The provider had an effective quality assurance process in place which included regular audits. People, relatives and staff were regularly consulted about the quality of the service through regular communication, surveys, meetings and reviews.