ESME Healthcare

We are committed to delivering person-centred care that prioritises the individual’s needs.

ESME Healthcare is a Supported Living Service. It is regulated under the domiciliary care regulations and approved as a service provider by the Care Quality Commission (CQC) in accordance with the Health and Social care act 2010 Regulations and the Care Act 2014. We respond to the individual needs of our customers on a 24-hour basis, 365 days a year.

Our customer and customer groups are diverse, ranging from individuals with Learning Disabilities to people with Mental Health conditions and those with more complex care and support needs who may have behaviours that challenge.

Overview of Our Intention

The delivery of Care and Support Services that we offer is intended to be a flexible qualitative service that best meets the individual requirements and outcomes of our customers/service users.

Our customers/service users being individuals who are vulnerable people living in the local community who may require care and/or support within a supported living environment due to a learning disability, mild challenging behaviour, physical health condition or a mental health condition. The age range for the service is primarily to adults 18 years and upwards.

Access to our services are based upon the criteria of the Health and Social Care Act 2010 Regulated Activities and the Care Act 2014 therefore allowing our customers/ service users to access a range of daily living activities which ensure their wellbeing and are necessary to remain independent and productive citizens.

Our service is based on the need for assistance with personal care and support activities, which can include, assisting with bathing, toileting, washing, dressing etc. and support to live independently at home such as assisting to undertake shopping, domestic or laundry duties and assisting with benefits, social activities and escort duties to colleges, work placements and other community facilities.

ESME Healthcare will undertake for all customers/ service users a full assessment of the individuals care and support needs and a Person-Centred Care Plan will be implemented. This will ensure outcome-based care and support is delivered that can be flexible enough to meet individual requirements.

Discussions with the individual, their family and were applicable outside agencies will be sought prior to the service being delivered.

It is possible that people’s assessment may well fluctuate and therefore a flexible service as far as is practicable is being provided.

Our Main Objectives

To make a positive difference by providing a quality service through the provision of highly trained, fully compliant, and experienced staff: The cornerstones of our success is our robust recruitment process and the training that we offer to all our employees.

To ensure that care provision is personalised and delivered in accordance with regulations and the diverse requirements of our customers and their patients. We constantly strive to respect the individuality of Customers, promote their independence, dignity, and safety; respect the privacy and personal choices, lifestyles, customs, cultures, and values.

We Seek to

Continually improve the service we provide, the quality and reputation of our members and the range of settings and clients we can benefit.

Constantly evolve our policies, procedures, and our bespoke computerised system to deliver and monitor reliable and outstanding care where all appointments are consistently scheduled promptly, and that continuity of staff is always paramount.

Ensure successful delivery of this service the management team undertakes to understand what is expected of them and the outcomes that are desired by our clients. The company adopts an outcome-based approach to the service that it delivers.

Work and communicate effectively in conjunction with other health and care professionals in the delivery of outstanding care.

Quality and Service are the words we stand by, and all our staff will be trained to understand what this means and provide this continually to the individual.

All policies, procedures and codes of practice that have been developed will be followed every time the service is delivered to the service user, thus ensuring our Mission and Philosophy are fully met.

Our Philosophy

At ESME Healthcare Limited our philosophy is based upon the core values of Health and Social Care. We endeavour to use these values when assessing and delivering all care and support to our Service Users and alongside our Statement of Intent offer an all-inclusive service to vulnerable people within a supported living environment. Therefore, our philosophy is as follows:

  • To uphold individual’s rights to make decisions for themselves.
  • To offer choice and guidance that is in the best interests of the individual.
  • To maintain dignity and privacy when working with vulnerable people, adhering to confidentiality legislation whilst safeguarding our service users from harm, abuse, and exploitation.
  • Promoting Independence so that everyone can live a good life.
  • Ensure that all care and support that is delivered is person centred and offers individuals the opportunities to have an independent and fulfilling life.
  • To ensure that our service users feel safe and have opportunities to take part in the local community through seeking meaningful employment and education.

Our Statement of Intent

At ESME Healthcare we intend to ensure the following standards:

  • Encourage service users to live healthy and active lives
  • Support Independence
  • Maintain family and community inclusion
  • Enable positive decision making in daily living

Where we Provide Services

The area(s) we cover include:

  • Erdington
  • Birmingham

Quality Assurance

The satisfaction, feedback, and views of Customers and/or their representatives and other stakeholders is important, and we are proactive in seeking out and acting upon this wherever practical and appropriate. Annual surveys are carried out to find out what Customers think about our service and to help us review and improve our service. We also visit Customers on a regular basis for face-to-face discussions and feedback. Systems are in place to conduct quality audits in areas such as staff supervision; care plan reviews; recording practices and complaints. (Please see additional information in this guide regarding our complaint policy).

ESME Health care operates within an open and transparent culture and is happy to provide additional information including copies of any policies and procedures at the request of Customers for their information.

Charges and Payments

We publish a list of charges and provide a copy to our customers and/or their representatives. Before your care and support begins, we also provide you with a written copy of the agreed charges as part of your terms and conditions of business.

We then send you a detailed invoice which you must pay within 7 days. We will give a minimum of 28 days’ written notice of any changes in the fees that you need to pay.

We work with the local councils and therefore our services are fully funded by the local authorities.

Information and Involvement

Our core values and service strategy set out how we involve customers or their representatives in every aspect of the care and support. We give you information about our services and support you to make decisions about your care. We seek consent to the care we provide and regularly ask you for your views on our services.

For more information about how we work you can ask to see a copy of any of our policies or procedures.

The Reasons We May Withdraw Our Service

We would only withdraw a service as a last resort, after we had explored all other options. This may be necessary when:

  • It is no longer safe for the customer or care worker; The customer abuses our staff;
  • The customer does not pay their invoices on time;
  • We are unable to provide the service that the customer wants.

How Customers Can Postpone, Suspend or Cancel Our Service

If you wish to change or cancel a single visit, we need at least 48 hours’ notice. If we receive less than 48 hours’ notice, we will charge you the full cost for that visit. This includes a situation where you choose to send a care worker away early customers must give 28 days’ notice if they wish to cancel the service otherwise cancellation charges may apply. If you are unable to give the required notice because of an emergency or unforeseen circumstance this will be accepted for example if you are unexpectedly admitted to hospital.

Getting Help to Complain

We listen to feedback about our services and take any concerns seriously. Our managers look into all complaints and tell customers what we find. Where there are shortfalls, we take prompt action to put this right. Our management team will give you the necessary support to raise any concerns or complaints that you may have. You can feel confident that there will be no negative impact on your care or support. We give you a copy of our complaints procedure and explain this to you when our service starts.

How We Keep People Safe and Protect Them from Harm

Our care workers are fully trained to carry out their role safely and to recognise signs of abuse. They will listen to any concerns that you may have about your safety. We have clear procedures for reporting and sensitively responding to any suspicions of abuse. Our staff are encouraged to ‘whistle blow’ to protect customers and know that they will be supported in line with our whistle blowing policy.

Reporting Absence of the Registered Manager

If the manager is going to be absent for a continuous period of 28 days or more, we will give notice in writing to the Care Quality Commission. Except in the case of an emergency we will give at least one month’s notice and will specify the:

  • Length or expected length of the proposed absence and the reason;
  • Arrangements which have been made for the running of the business during the absence and the name, address and qualifications of the person who will be responsible.

Where the absence is as the result of an emergency, we will give notice within one week of the absence. We will notify the regulator of the return to duty of the registered manager no later than 7 days after their return.

Policy and Procedure Review Timescale

All ESME Healthcare documents will be reviewed annually. Any regulatory changes will be addressed immediately.